Job Description

RCG is a growing federal contracting company and Certified™ as a Great Place to Work®. We are looking for strongly qualified people to help support our clients. We are currently seeking a Tier I Helpdesk Analyst as part of an ongoing contract in Suitland, MD, this is a remote role for LOCAL candidates only.

Please note: Due to the secure nature of this government agency, all candidates must be U.S. citizens and be eligible for a Public Trust clearance.

The successful candidate will receive a contingent offer based on the outcome of a government background check. This may take several weeks, and the candidate cannot begin actual employment until the background check is successfully completed.

Summary:

This Helpdesk role is focused on providing Tier I Support for a federal contract. The successful candidate(s) will be the first point of contact for troubleshooting and resolving user issues related to hardware, software, and network systems, ensuring that client systems are running smoothly and efficiently.

Primary Duties:

• Provide front-line technical support via phone, email, web, and in-person interactions.
• Assist users with issues related to email, directories, computer operating systems, and desktop applications across various platforms, including Windows and Mac.
• Troubleshoot and resolve hardware and software issues for PCs, printers, and other devices.
• Document and track user issues, resolutions, and follow-up actions in the ticketing system.
• Escalate complex issues to higher-level support when necessary, ensuring timely resolution.
• Maintain a high level of customer service by effectively communicating with users and managing expectations.
• Contribute to the development and maintenance of helpdesk documentation, including user guides and troubleshooting procedures.
• Participate in regular team meetings and provide input for process improvements.

Qualifications include:

• High School Diploma or equivalent.
• Minimum of 2 years of technical support experience, providing phone and in-person support for email, directories, Windows desktop applications, and contract-specific applications.
• Experience serving as the initial point of contact for troubleshooting hardware and software issues for PCs, printers, and related peripherals.
• Strong problem-solving skills and the ability to work independently or under general direction.
• Excellent communication skills, both written and verbal, with the ability to clearly explain technical issues to non-technical users.
• Experience using ticketing systems for tracking and managing user support requests.

Preferred certifications/education:

• Associate’s degree in information technology, Computer Science, or related field.
• CompTIA A+, Network+, or similar certifications.
• Familiarity with ITIL best practices and methodologies.
• Experience working in a federal government environment.

Physical Demands: Reasonable accommodation 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.

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