Help Desk Specialist - Tier II

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 La Jolla, CA.

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.

Our client is headquartered in La Jolla, California, and has science laboratories located in Santa Cruz and Monterey, California. This position provides on-site support for staff in La Jolla, as well as remote support for staff located in our science laboratories, in the field or traveling.

Primary Duties:

• Manage user AD accounts, BitLocker encryption policies, process user account forms
• Hardware & software installation, break/fix support, hardware deployment, desk side support
• Support 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 Go-to-Meetings.
• Maintains conference room equipment (Projectors, TVs, Video Cameras, Power Distributor Unit, Specialized conferencing hardware).
• Provide IT Support via phone calls, chat, text, email, and create self-help guides.
• User 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 applications, software, and computer peripherals
• Identify, share and implement process improvements.
• Troubleshooting, test fixes, post-resolution, and follow-up.
• Support onsite activities such as special events, conferences, meetings, and asset inventory.
• Support offsite activities such as special events, conferences, and meetings "as needed".
• Use the service desk management system (Zendesk, Jira IT Service Management) to log and track customer requests.
• Maintains equipment stock.
• Escort IT vendors onsite.
• COTS application support as needed.
• Assist with Desktop Operating System Security vulnerability updates.
• Participate in team meetings.

• Use existing IT-established protocols and procedures to:

• Create Active Directory User and Computer Accounts
• Join Computers to Active Directory
• Create Email Accounts
• Provision iOS devices and new computers
• Enable Microsoft Bitlocker
• Configure DoD Common Access Cards
• Configure Cisco VPN
• On-board and Off-Board Personnel
• Create WebEx and Google Meet meetings

Qualifications/Skills include:

• Must have at least two years of experience providing IT support, and can handle complex desktop problems, network and routing issues, as well as provide general server support
• IT Customer Support experience is a must have
• Team player
• Experience with the following:
  • Audio Visual wired and wireless systems (Mic, speakers, digital amplifier, digital mixer, Dante protocol)
  • Crestron/AMX AV control systems
  • Google Suite (Google Voice, Documents, Sheet, Slide)
  • Microsoft Office Suite
  • Adobe Acrobat and Adobe Products
  • Mac and PC(Dell) Hardware and Operating System.
  • Google Meet, Microsoft Teams, Cisco Webex, and Zoom
  • Microsoft Windows Active Directory Users and Computers
• Have an understanding of basic computer network
• Ability to work cooperatively and collegiality with others, on multidisciplinary teams and to establish professional working relationships
• Ability to identify and address technical challenges and communicate resolutions in a clear, concise, and complete manner
• Excellent communication skills, both written and spoken, in the English language
• Excellent organizational skills
• Must be able to handle a high stress environment.

Preferred education and training certifications: Degree in Information Technology or equivalent

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.