Tier 1 Service Desk Technician - HYBRID

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 for a full-time position as part of an ongoing contract in Washington DC near Farragut West metro station.

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. Must be willing and able to attend three-week on-site training at the beginning of employment.

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.

Duties and Responsibilities:

• Must live within 50 miles of Washington, DC and have the ability to work onsite as needed.

• Service Desk technicians provide customer service support during their designated shift, by responding to IT issues, requests for service, and inquiries pertaining to IT equipment and peripherals
• Manage service requests, escalating as appropriate with follow up to resolution
• Provide FCR (first call resolution) to commonly known issues, such as "My computer won't go to the internet!"
• Log calls and issues into the incident management ticketing system (we use ServiceNow), and escalate calls and issues to Tier 2 support when necessary
• Provide Account Management support modifying profiles, setting up accounts, creation and modifications of distribution lists, security groups and email contacts
• Assists in providing Documentation support creating and updating technical and standard operating procedures

Required Qualifications:

• Must be willing and able to attend three-week on-site training at the beginning of employment.
• Ability to attain and maintain a federal Public Trust security clearance
• Strong customer service and interpersonal skills as demonstrated by a work history reflecting ability to work well in a team environment; pleasant, professional, and courteous
• Experience working in a dynamic environment and producing quality work with demanding timelines
• Experience with ticketing systems (such as Remedy, Jira, Freshworks, Zendesk, SalesForce, and/or ServiceNow)
• Knowledge of networking, Windows 10
• Must be detail oriented, particularly when multitasking
• Knowledge of network printer troubleshooting
• Ability to develop alternative solutions to solve Tier 1 technical problems
• Excellent verbal and written communication skills in the English language
• Excellent administrative skills: organized, efficient, and versatile
• Experience modifying access to shared drives; working with Remote Access and mobile devices
• High school degree or equivalent with a minimum of one (1) year of related experience.

Desired Qualifications:

• HDI Customer Service Representative Certification (HDI-CSR)
• Experience with the ServiceNow Workflow product
• ITIL Foundations 2011 (v4), Security+, A+ certifications and/or other relevant certifications
• 2+ years related experience working on civilian federal government agency contract(s)
• Associate degree/two (2) years college in related field or equivalent
• Current, active Secret clearance highly desirable.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is frequently required to speak, listen, and hear; must be able to see with near acuity to physically examine/test hardware.

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.