Help Desk Tier III Technician

RCG is a growing federal contracting company and certified as a Great Place to Work. We are currently seeking a Help Desk Tier III Technician for a full-time position as part of an ongoing contract located in Silver Spring, MD near Silver Spring metro station. This position requires 8 weeks of training then will allow a hybrid schedule. Working hours are 11:30 am - 8:00 pm.

The place of performance shall be primarily remote to the DC metro area (ONLY). However, contractor personnel may be required to travel to the Government site for meetings, training, and working sessions at the Silver Spring, MD facility.

Please note: all candidates must be U.S. citizens and currently hold or be able to attain a Public Trust.

Primary Duties (general)

• Manage user AD accounts, BitLocker, MacAfee encryption policies, process user account forms.
• Hardware & software installation, break/fix support, hardware deployment, desk-side support
• Support Conference room and multimedia equipment onsite.
• Set up, support, and troubleshoot hybrid meetings (online and on-prem) using Google Meet, Microsoft Teams, Cisco Webex, Zoom, and GoToMeeting webinar platforms.
• Maintain conference room equipment (Projectors, TVs, Video Cameras, Power Distributor Unit, Specialized conferencing hardware).
• Provide IT Support via phone calls, chat, and email, and create self-help guides.
• Use remote support tool BeyondTrust Remote Support Software to provide end-user remote support.
• Set up and troubleshoot PC/Mac computer hardware and software systems and peripherals.
• Guide customers through installing software (applications, plugins, etc.) and computer peripherals
• Identify, share and implement process improvements.
• Utilize IT problem-solving best practices, including troubleshooting, testing fixes, post-resolution actions and end-user follow-up.
• Support onsite activities such as special events, conferences, meetings, and asset inventory.
• Use the service desk management system (ServiceNow) to log and track incidents and service requests.
• Create/update knowledge articles (user-facing and internal-use SOPs and guides).
• Maintain IT equipment stock.
• Escort IT vendors onsite.
• COTS application support as needed.
• Assist with Desktop Operating System Security updates
• Use existing IT-established protocols and procedures to:
• Create Active Directory User and Computer Accounts
• Join Computers to Active Directory
• Create Email/LDAP accounts, mail lists and function/service accounts/groups
• Provision iOS devices and new computers
• Configure DOD Common Access Card
• Configure Cisco VPN user accounts and endpoint clients
• On-board and Off-Board Personnel
• Create Google Meet and WebEx meetings and distribute information to end-users as needed
• Provide VIP-level service request fulfillment and priority break-fix support as needed
• Participate in team meetings.
  
  

Qualifications/Skills Include

• Must have at least 4+ years of experience providing IT support, and can handle complex desktop problems, network and routing issues, as well as provide general server support
• IT Customer Support experience is a must have
• Team player
• Experience with the following:
• Audio Visual wired and wireless systems (Mic, speakers, digital amplifier, digital mixer, Dante protocol)
• Crestron/AMX AV control systems
• Google Suite (Google Voice, Documents, Sheet, Slide)
• Microsoft Office Suite
• Adobe Acrobat and Adobe Products
• Mac and PC(Dell) Hardware and Operating System.
• Google Meet, Microsoft Teams, Cisco Webex, and Zoom
• Microsoft Windows Active Directory Users and Computers
• Have an understanding of basic computer network
• Ability to work cooperatively and collegiality with others, on multidisciplinary teams and to establish professional working relationships
• Ability to identify and address technical challenges and communicate resolutions in a clear, concise, and complete manner
• Excellent communication skills, both written and spoken, in the English language
• Excellent organizational skills
• Must be able to handle a high stress environment.
  

Preferred education and training certifications: Degree in Information Technology or equivalent

Physical Demands: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

RCG, Inc. does not discriminate against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibits discrimination against all individuals based on their race, color, religion, sex, sexual orientation/gender identity, or national origin.