Service Desk Technician - Tier 1
Washington, DC

Job Description

Service Desk Technician, Tier 1

RCG is seeking Tier 1 Service Desk Technicians for full-time positions 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. These available openings may require the ability to work until 10 pm in the evening.

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:

* Tier 1 technicians provide customer service support during one of three 8-hour shifts, 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
* Log calls and issues into the incident management system (ServiceNow), and escalate calls and issues to Tier 2 support when necessary

Additional Responsibilities

* 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:

* Ability to attain and maintain a federal security clearance
* Strong customer service and interpersonal skills as demonstrated by a work history reflecting ability to work well in a team environment
* 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
* Pleasant, professional, and courteous personality
* 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 two (2) years of related experience

Desired Qualifications:

* Experience with the ServiceNow Workflow product
* HDI Customer Service Representative Certification (HDI-CSR)
* ITIL Foundations 2011 (v4), Security+, A+ certifications and/or other relevant certifications
* 2+ years related experience working on civilian federal government agency contract(s)
* Associates degree/minimum two (2) years college in related field or equivalent
* Ability to train others
* Current, active Public Trust or 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.

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.