Help Desk Tier II

Location:

La Jolla, CA

Employment Type:

Full-Time

Work Arrangement:
On-Site, with Remote Support for Additional Locations

Hourly Rate: $30.00–$33.65 per hour

Citizenship & Clearance Requirement: U.S. Citizen or Lawful Permanent Resident; must hold or be eligible to obtain and maintain a Public Trust.

Certification Requirement:
DoD 8570-compliant certification required.

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RCG, Inc. is a growing federal contracting company delivering technology, cybersecurity, and professional solutions that support critical government missions. We are proudly Certified™ as a Great Place to Work® for four consecutive years, reflecting our commitment to creating an environment where employees can grow, contribute, and build rewarding careers.

RCG is seeking a Help Desk Specialist – Tier II to support an ongoing federal government contract in La Jolla, California.

This is a hands‑on technical support position responsible for providing advanced desktop support, troubleshooting complex technical issues, managing user accounts, supporting endpoint security, and maintaining conference room and multimedia technologies.

The selected candidate will provide on-site technical support for staff in La Jolla, along with remote support for personnel at science laboratories in Santa Cruz and Monterey, California, as well as employees working in the field or traveling.

The ideal candidate will have strong troubleshooting skills, excellent customer service experience, and the ability to resolve complex technical issues in a fast-paced environment.

• Provide Tier II technical support to end users through phone, email, chat, text, desk-side assistance, and remote support tools.
• Diagnose and resolve complex PC and Mac hardware, operating system, software, peripheral, and network‑related issues.
• Troubleshoot network connectivity and routing issues and provide general server support.
• Install, configure, troubleshoot, maintain, and deploy computer hardware and software.
• Utilize Beyond Trust Remote Support to troubleshoot and resolve issues for remote users.
• Guide users through software installations, application configurations, and peripheral setup.
• Provide Commercial Off-The-Shelf (COTS) application support.
• Troubleshoot, test solutions, verify resolutions, and conduct follow‑up support.
• Identify and implement process improvements to enhance service delivery.

• Manage Active Directory user and computer accounts.
• Create and maintain email accounts and process user account requests.
• Join computers to Active Directory.
• Configure and manage Microsoft Bit Locker encryption.
• Prepare, configure, and provision new computers and iOS devices.
• Configure and troubleshoot DoD Common Access Cards (CAC).
• Configure Cisco VPN accounts and endpoint clients.
  
  Assist with desktop operating system security updates and vulnerability remediation.
• Support employee onboarding and offboarding activities.

• Create, update, track, and resolve incidents and service requests using Zendesk and Jira IT Service Management.
• Maintain accurate documentation of technical issues, troubleshooting procedures, and resolutions.
• Develop and maintain user‑facing self‑help guides and internal technical documentation.
• Maintain IT equipment inventory and equipment stock.
• Support IT asset management and inventory activities.
• Escort IT vendors on-site as required.
• Participate in team meetings and knowledge‑sharing activities.

• Install, configure, maintain, and troubleshoot conference room and multimedia equipment.
• Set up and support hybrid meetings using Google Meet, Microsoft Teams, Cisco Webex, Zoom,…