What are the responsibilities and job description for the Deskside Support Technician (Tier 2) position at RCG, Inc.?
RCG is a growing federal contracting company and certified as a Great Place to Work. We are looking for two strongly qualified people to help support our clients. We are currently seeking a Deskside Support Technician (Tier 2) for a full-time position in Washington DC near Farragut West metro station.
Please note: Due to security requirements, all successful candidates must be a U.S. Citizen or Lawful Permanent Resident and must be able to obtain a public trust clearance. This position is not eligible for telework!
The successful candidates 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.
Duties and Responsibilities:
Tier 2 technicians provide customer service by responding to IT issues, requests for service, and inquiries pertaining to IT equipment and peripherals.
- Manage customer support requests via email and incident management system, escalating as appropriate and following up to resolution
- Provide customer service and support to senior level personnel in diagnostic testing and operation of IT hardware or software, primarily performed through response to support requests through the incident management system
- Provides resolution to commonly known issues
- Logs call and issues into the incident management system, and escalates the calls and issues to Tier 3 support when necessary
- Ability to remotely assist customers with hardware and software support
- May require flexible weekend and/or evening shift work as needed
Required Qualifications:
- A minimum of three (3) years of related experience
- Knowledge of networking, Windows 10, desktop and laptop computing equipment and peripherals
- Familiarity with Remedy, ServiceNow, or a similar ticket/incident management system
- Excellent troubleshooting, problem solving skills
- Strong customer service and interpersonal skills
- Demonstrated ability to work well in team environment
- Excellent administrative skills: organized, efficient and versatile
- Knowledge of network and local printer troubleshooting and configuration
- Knowledge of the following: Citrix, McAfee, MS Office Suite, and internet browsers
- Excellent verbal and written communication skills in the English language
- Must be able to lift 40 pounds
Desired Personal Skills/Experience:
- A minimum of two (2) years related experience working on civilian federal government agency contract(s)
- Familiar with HP and Dell hardware
- Familiar with McAfee full disk encryption or other full disk encryption products
- Experience with process improvement initiatives, process analysis, or project management
- Familiarity with Office 365
- ITIL Foundations (v3), Security , A and/or other relevant certifications
- Current, active Secret clearance
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.
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, or national origin.
