Help Desk Tier I Technician - Silver Spring, United States - RCG Inc

RCG Inc

Verified Company

Silver Spring, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

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
Help Desk Tier I Technician for a full-time position as part of an ongoing contract in Silver Spring, adjacent to the Silver Spring metro station.

Primary Duties (general):

Manage user AD accounts, BitLocker, MacAfee encryption policies, process user account forms.
Hardware & software installation, break/fix support, hardware deployment, deskside support
Support Conference room and multimedia equipment onsite.
Set up, support, and troubleshoot hybrid meetings (online and onprem) using Google Meet, Microsoft Teams, Cisco Webex, Zoom, and GoToMeeting webinar platforms.
Maintain conference room equipment (Projectors, TVs, Video Cameras, Power Distributor Unit, Specialized conferencing hardware).
Use remote support tool BeyondTrust Remote Support Software to provide enduser remote support.
Set up and troubleshoot PC/Mac computer hardware and software systems and peripherals.
Identify, share and implement process improvements.
Utilize IT problemsolving best practices, including troubleshooting, testing fixes, postresolution actions and enduser followup.
Support onsite activities such as special events, conferences, meetings, and asset inventory.
Use the service desk management system (ServiceNow) to log and track incidents and service requests.
Create/update knowledge articles (userfacing and internaluse SOPs and guides).
Maintain IT equipment stock.
Escort IT vendors onsite.
Assist with Desktop Operating System Security updates
Use existing ITestablished protocols and procedures to:
Create Active Directory User and Computer Accounts
Join Computers to Active Directory
Provision iOS devices and new computers
Configure DOD Common Access Card
Configure Cisco VPN user accounts and endpoint clients
Onboard and Off-Board Personnel
Create Google Meet and WebEx meetings and distribute information to endusers as needed
Provide VIPlevel service request fulfillment and priority breakfix support as needed
Participate in team meetings.

Qualifications/Skills include:

Must have at least 1+ 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 skill in the English language, both written and spoken,
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._