Tier I / II Service Desk Technician

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Tier I / II Service Desk Technician - Secret Clearance

Location: Washington, DC (Near Farragut West Metro Station) – Full-Time, On-Site

Salary Range: $62,500 – $70,500 annually

Clearance Required: Active Secret Clearance

Schedule: One of three 8-hour shifts (may require coverage until 10:00 PM)

Who We Are

RCG, Inc. is a fast-growing federal contracting firm proudly Certified™ as a Great Place to Work®. We are committed to fostering a culture of innovation, inclusion, and excellence. At RCG, we deliver technology and mission support services that help government agencies succeed.

We are currently seeking a to support a federal government customer in Washington, DC.

Please Note:

Due to the secure nature of this government agency:

• Candidates must be U.S. citizens with a current, active Secret clearance
• This role is 100% on-site and not telework eligible
• Candidates will receive a contingent offer pending successful completion of a government background investigation (this process may take several weeks)
• Per government mandate, proof of vaccination or an approved exemption may be required

The Opportunity

This full-time, on-site position is ideal for customer-focused IT professionals who thrive in fast-paced environments. Tier I/II Service Desk Technicians provide frontline technical support by responding to IT incidents, service requests, and user inquiries related to hardware, software, and peripherals. You will be part of a collaborative support team delivering high-quality service while meeting demanding operational timelines.

Responsibilities

Core Responsibilities

• Provide Tier I/II customer service support during assigned 8-hour shifts
• Respond to IT issues, service requests, and general inquiries
• Deliver First Call Resolution (FCR) for commonly known issues
• Log incidents and requests in ServiceNow and escalate to Tier II support as appropriate
• Manage service tickets through resolution, ensuring timely follow-up
• Troubleshoot Windows 7/10 issues, network printers, remote access, and mobile devices
• Modify access to shared drives and assist with account management activities

Additional Responsibilities

• Support account provisioning, profile updates, distribution lists, security groups, and email contacts
• Assist with documentation by creating and updating technical guides and standard operating procedures
• Help train other team members as needed

Qualifications

Required

• Active Secret Clearance (required)
• High school diploma or equivalent with minimum two (2) years of related IT experience
• Strong customer service and interpersonal skills
• Experience working in dynamic environments with tight timelines
• Working knowledge of Windows 7/10 and basic networking concepts
• Experience troubleshooting network printers
• Ability to multitask with strong attention to detail
• Excellent verbal and written communication skills
• Pleasant, professional, and courteous demeanor
• Strong administrative and organizational skills
• Experience supporting remote access and mobile devices
• Experience with ServiceNow workflows
• HDI Customer Service Representative (HDI-CSR) certification
• ITIL v4 Foundation, Security+, A+, or similar certifications
• Two (2)+ years supporting civilian federal government contracts
• Associate’s degree or at least two years of college in a related field (or equivalent experience)
• Ability and willingness to train others

Physical Demands

The physical demands described here are representative of those required to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.

RCG, Inc. does not discriminate against qualified individuals based on protected veteran status or disability and prohibits discrimination against all individuals based on race, color, religion, sex, sexual orientation/gender identity, or national origin