Help Desk Tier I Specialist

Help Desk Tier I Specialist **Location:** Silver Spring, MD **Employment Type:** Full\-Time **Work Arrangement:** Remote After Training – Must Reside Within 50 Miles of Silver Spring, MD **Training Requirement:** 8 Weeks On\-Site in Silver Spring, MD **Operating Hours:** Monday–Friday, 7:30 AM–8:00 PM; assigned 8\-hour shift within operating hours **Hourly Rate:** **$18\.00–$22\.00 per hour** **Citizenship \& Clearance Requirement:** **U.S. Citizenship required; must be eligible to obtain and maintain a Public Trust.** Who We Are RCG, Inc. is a growing federal contracting company delivering technology, cybersecurity, and professional solutions that support critical government missions. We are proudly **Certified™ as a Great Place to Work® for four consecutive years**, reflecting our commitment to creating an environment where employees can grow, contribute, and build rewarding careers. The Opportunity RCG is seeking a **Help Desk Tier I Specialist** to support an ongoing federal government contract in Silver Spring, MD. This is a full\-time technical support position providing Tier I assistance to end users across a diverse technology environment. The role includes desktop and remote support, account administration, hardware and software troubleshooting, conference room and multimedia support, endpoint provisioning, and incident management. The position requires **eight weeks of on\-site training in Silver Spring, MD** before transitioning to a remote work arrangement. Candidates must reside within **50 miles of Silver Spring, MD** and remain available to report on\-site when required by the government. What You’ll Do Help Desk \& End\-User Support* Provide technical support to end users via phone, email, chat, desk\-side assistance, and remote support tools. * Troubleshoot PC and Mac hardware, operating systems, peripherals, software applications, and basic network\-related issues. * Utilize **BeyondTrust Remote Support** to troubleshoot and resolve user issues remotely. * Install, configure, troubleshoot, and deploy hardware and software. * Assist users with software installations and peripheral configurations. * Provide Commercial Off\-The\-Shelf (COTS) application support. * Provide VIP\-level technical support and priority issue resolution. * Apply established troubleshooting methodologies to diagnose, resolve, and document technical issues. Account, Endpoint \& Security Support* Manage **Active Directory** user and computer accounts. * Process user account requests and related forms. * Support **BitLocker, McAfee encryption policies**, and endpoint security requirements. * Prepare and provision new computers and mobile devices. * Assist with desktop operating system updates and security compliance. * Configure and support **DoD Common Access Cards (CAC)**. * Configure Cisco VPN user accounts and endpoint clients. * Support employee onboarding and offboarding activities. Service Management \& Documentatio