Deskside Support Service Technician
Washington, DC

Job Description

RCG is seeking a Deskside Support Service Technician (Tier 2) for a full-time position in Washington DC near Farragut West metro station. RCG is a Federal Contractor and this position is within an ongoing contract at a Federal Agency.

Please note: Due to the secure nature of this government agency, all candidates must be U.S. citizens and hold a current, active Public Trust clearance.

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.

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 End User Support requests, escalating as appropriate and follow 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 End User Support requests.
* Provide resolution to commonly known issues.
* Log calls and issues into the incident management system (Remedy), and escalates the calls and issues to Tier 3 support when necessary.
* Will require some flexible weekend and/or evening shift work on call as needed.

Required Qualifications:

* Knowledge of networking, Windows 7, latest Windows OS, Cisco network, HP and Dell IT equipment.
* Excellent troubleshooting, problem solving skills w/desktops, laptops, HP and Dell PCs and Blackberrys.
* Knowledge of network printer troubleshooting.
* Knowledge of the following software applications: Citrix, Symantec EndPoint Encryption, MS Office Suite, and Microsoft Internet Explorer 9 and above.
* Ability to evaluate and implement new systems and technologies.
* Ability to develop alternative solutions to solve technical problems.
* High school degree with a minimum of five (5) years of related experience.
* Minimum 2+ years related experience working on civilian federal government agency contract(s).
* Able to obtain a Public Trust clearance; current, active Secret clearance highly desirable.
* Excellent verbal and written communication skills in the English language.

Desired Personal Skills/Experience:

* Demonstrated ability to work well in team environment, strong customer service, interpersonal skills.
* Experience working in a dynamic environment and producing quality work with demanding timelines.
* Excellent administrative skills: organized, efficient, and versatile.
* Must be detail oriented with great attention to detail, particularly when multitasking.

Additional/Desired Qualifications:

* Associates degree/minimum two (2) years college in related field or equivalent.
* ITIL Foundations 2011 (v3), Security +, A+ certifications and/or other relevant certifications.
* 5+ years related experience working on civilian federal government agency contract(s).

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.