RCG
Helpdesk Specialist Tier II
RCG, Silver Spring, Maryland, United States, 20900
RCG is a growing federal contracting company and certified as a Great Place to Work. We are currently seeking a
Help Desk Specialist - Tier II
for a full-time position as part of an ongoing contract in Silver Spring, MD at the Silver Spring Red Line Metro stop.Please note: all candidates must be a U.S. Citizen or Permanent Resident and hold or be able to hold a current, Public Trust and DoD 8570-compliant certifications.The successful candidate will receive a contingent offer based on the outcome of a government background check. This will take several weeks, and the candidate cannot begin actual employment until the background check is successfully completed.Primary Duties:Manage user AD accounts, BitLocker, MacAfee encryption policies, process user account forms.Hardware & software installation, break/fix support, hardware deployment, desk-side supportSupport 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 peripheralsIdentify, 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 updatesUse existing IT-established protocols and procedures to:Create Active Directory User and Computer AccountsJoin Computers to Active DirectoryCreate Email/LDAP accounts, mail lists and function/service accounts/groupsProvision iOS devices and new computersConfigure DOD Common Access CardConfigure Cisco VPN user accounts and endpoint clientsOn-board and Off-Board PersonnelCreate Google Meet and WebEx meetings and distribute information to end-users as neededProvide VIP-level service request fulfillment and priority break-fix support as neededParticipate in team meetings.
Qualifications/Skills include:Must have 2+ years of experience providing IT support, and can handle complex desktop problems, network and routing issues, as well as provide general server supportIT Customer Support experience is a must haveTeam playerExperience with the following:Audio Visual wired and wireless systems (Mic, speakers, digital amplifier, digital mixer, Dante protocol)Crestron/AMX AV control systemsGoogle Suite (Google Voice, Documents, Sheet, Slide)Microsoft Office SuiteAdobe Acrobat and Adobe ProductsMac and PC(Dell) Hardware and Operating System.Google Meet, Microsoft Teams, Cisco Webex, and ZoomMicrosoft Windows Active Directory Users and Computers
Have an understanding of basic computer networkAbility to work cooperatively and collegiality with others, on multidisciplinary teams and to establish professional working relationshipsAbility to identify and address technical challenges and communicate resolutions in a clear, concise, and complete mannerExcellent communication skills, both written and spoken, in the English languageExcellent organizational skillsMust be able to handle a high stress environment.
Preferred education and training certifications:
Degree in Information Technology or equivalentPhysical 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.
Help Desk Specialist - Tier II
for a full-time position as part of an ongoing contract in Silver Spring, MD at the Silver Spring Red Line Metro stop.Please note: all candidates must be a U.S. Citizen or Permanent Resident and hold or be able to hold a current, Public Trust and DoD 8570-compliant certifications.The successful candidate will receive a contingent offer based on the outcome of a government background check. This will take several weeks, and the candidate cannot begin actual employment until the background check is successfully completed.Primary Duties:Manage user AD accounts, BitLocker, MacAfee encryption policies, process user account forms.Hardware & software installation, break/fix support, hardware deployment, desk-side supportSupport 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 peripheralsIdentify, 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 updatesUse existing IT-established protocols and procedures to:Create Active Directory User and Computer AccountsJoin Computers to Active DirectoryCreate Email/LDAP accounts, mail lists and function/service accounts/groupsProvision iOS devices and new computersConfigure DOD Common Access CardConfigure Cisco VPN user accounts and endpoint clientsOn-board and Off-Board PersonnelCreate Google Meet and WebEx meetings and distribute information to end-users as neededProvide VIP-level service request fulfillment and priority break-fix support as neededParticipate in team meetings.
Qualifications/Skills include:Must have 2+ years of experience providing IT support, and can handle complex desktop problems, network and routing issues, as well as provide general server supportIT Customer Support experience is a must haveTeam playerExperience with the following:Audio Visual wired and wireless systems (Mic, speakers, digital amplifier, digital mixer, Dante protocol)Crestron/AMX AV control systemsGoogle Suite (Google Voice, Documents, Sheet, Slide)Microsoft Office SuiteAdobe Acrobat and Adobe ProductsMac and PC(Dell) Hardware and Operating System.Google Meet, Microsoft Teams, Cisco Webex, and ZoomMicrosoft Windows Active Directory Users and Computers
Have an understanding of basic computer networkAbility to work cooperatively and collegiality with others, on multidisciplinary teams and to establish professional working relationshipsAbility to identify and address technical challenges and communicate resolutions in a clear, concise, and complete mannerExcellent communication skills, both written and spoken, in the English languageExcellent organizational skillsMust be able to handle a high stress environment.
Preferred education and training certifications:
Degree in Information Technology or equivalentPhysical 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.