Help Desk Specialist II (Tier II

Location:

Silver Spring, MD (On-Site - Adjacent to the Silver Spring Red Line Metro Station)

Hourly Rate: $22.50 - $24.04 per hour

Work Schedule:

Full-Time | 100% On-Site

Clearance Requirement: U.S. Citizenship or Lawful Permanent Resident | Public Trust Required/Eligible

RCG, Inc. is a growing federal contracting company proudly Certified as a Great Place to Work. We are committed to fostering a culture of innovation, collaboration, and excellence while delivering high-quality IT services to our federal government clients.

RCG is seeking a Help Desk Specialist II (Tier II) to support an ongoing federal contract in Silver Spring, Maryland
, conveniently located adjacent to the Silver Spring Red Line Metro Station
.

This is a full-time, 100% on-site position providing advanced desktop and end-user support in a fast-paced federal environment. The successful candidate will support enterprise hardware, software, Active Directory, conference room technologies, mobile devices, and VIP users while delivering exceptional customer service and technical expertise.

• Manage Active Directory user and computer accounts.
• Process user account requests and administrative forms.
• Administer Bit Locker and McAfee encryption policies.
• Install, configure, deploy, and troubleshoot desktop hardware and software.
• Provide desk-side, remote, phone, chat, and email support to end users.
• Support conference room and multimedia technologies.
• Set up, support, and troubleshoot hybrid meetings using Google Meet, Microsoft Teams, Cisco Webex, Zoom, and Go To Meeting .
• Maintain conference room equipment including projectors, displays, cameras, power distribution units, and conferencing hardware.
• Utilize Beyond Trust Remote Support to assist end users remotely.
• Troubleshoot Windows, macOS, PCs, Macs, peripherals, and mobile devices.
• Guide users through software installations and peripheral configuration.
• Support desktop operating system security updates.
• Configure Cisco VPN user accounts and endpoint clients.
• Configure DoD Common Access Cards (CAC).
• Provision new computers, mobile devices, and user accounts.
• Create and manage Active Directory, Exchange/LDAP, distribution lists, and service accounts.
• Support onboarding and offboarding activities.
• Create Google Meet and Cisco Webex meetings and distribute invitations.
• Maintain inventory of IT equipment and supplies.
• Escort IT vendors onsite.
• Log, track, and resolve incidents and service requests using Service Now.
• Create and maintain knowledge base articles and standard operating procedures.
• Provide Commercial Off-the-Shelf (COTS) application support.
• Support special events, conferences, meetings, and IT asset inventories.
• Deliver VIP-level support and priority break/fix services.
• Identify, recommend, and implement process improvements.
• Participate in team meetings and continuous process improvement initiatives.

• U.S. Citizen or Lawful Permanent Resident.
• Ability to obtain and maintain a Public Trust clearance.
• Current DoD 8570-compliant certification required.
• Minimum two (2) years of IT support experience.
• Strong IT customer service experience supporting enterprise users.
• Experience troubleshooting:
  • Complex desktop hardware and software issues
  • Basic networking and routing issues
  • General server support
• Experience with:
  • Microsoft Active Directory Users and Computers
  • Windows and macOS operating systems
  • Dell PC hardware
  • Microsoft Office Suite
  • Adobe Acrobat and Adobe Creative products
  • Google Workspace (Google Voice, Docs, Sheets, Slides)
  • Google Meet, Microsoft Teams, Cisco Webex, Zoom, and Go To Meeting
  • Beyond Trust Remote Support
  • Service Now or a comparable IT service management platform
• Experience supporting:
  • Audio/Visual wired and wireless systems
  • Microphones, speakers, digital amplifiers, and digital mixers
  • Dante audio protocol
  • Crestron and AMX AV control systems
• Strong troubleshooting, analytical, and problem-solving skills.
• Excellent written and verbal communication skills.
• Excellent organizational and time-management skills.
• Ability to build strong professional relationships with customers and teammates.
• Ability to work effectively in a fast-paced, high-volume support…