Help Desk Account Administrator
Washington, DC

Job Description

Help Desk Account Administrator

RCG is seeking a Help Desk Account Administrator for a full-time position as part of an ongoing contract in Washington DC near Farragut West metro station. RCG is a growing federal contracting company looking for strongly qualified people to help support our clients. This available opening requires the ability to work flexible hours. The Help Desk Account Administrator is an active member of the Tier 1 technical team.

Please note: Due to the secure nature of this government agency, all candidates must be U.S. citizens.

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:

* Determine the IT needs of new and existing customers and the hardware/software or services which address these needs.
* Open and maintain service orders for new accounts and follow up on tickets for new account services.
* Tier 1 technicians provide 24/7/365 customer service, with rotational afterhours support, by responding to IT issues, requests for service, and inquiries pertaining to IT equipment and peripherals.
* Administer service requests, escalating as appropriate and follow up to resolution.
* Provide resolution to commonly known issues.
* Log calls and issues into the incident management system and escalate calls and issues to Tier 2 support when necessary.
* Requires occasional overnight on-call rotation.

Additional Responsibilities

* Provide Account Administration support modifying profiles, setting up accounts, creation and modifications of distribution lists, security groups and email contacts
* Provide Documentation support of creating and updating technical and standard operating procedures.

Required Qualifications:

* 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.
* Knowledge of networking, Windows 7 and 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.
* Ability to train others.
* High school degree or equivalent with a minimum of two (2) years of related experience.

Desired Qualifications:

* Associates degree/minimum two (2) years college in related field or equivalent.
* HDI Customer Service Representative Certification (HDI-CSR).
* ITIL Foundations 2011 (v3), Security +, A+ certifications and/or other relevant certifications.
* 2+ years related experience working on civilian federal government agency contract(s).
* Current, active Public Trust clearance; 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