HELP DESK TIER III TECHNICIAN * HYBRID (after training)

We are currently seeking a Help Desk Tier III Technician to support a federal government customer in Silver Spring, MD.

This is a full-time role supporting a high-visibility environment requiring advanced technical troubleshooting, white-glove support, and strong customer service skills. The position requires 8 weeks of on-site training, after which a hybrid schedule will be available.

Work Hours: 11:30 AM - 8:00 PM What You'll Do

• Provide Tier III technical support via phone, chat, email, and in-person desk-side support
• Manage Active Directory accounts, BitLocker, encryption policies, and user account provisioning
• Install, configure, and troubleshoot hardware, software, and peripheral devices (PC/Mac)
• Support conference rooms and multimedia systems, including setup and troubleshooting of hybrid meetings
• Troubleshoot and support platforms such as Google Meet, Microsoft Teams, Cisco Webex, Zoom, and GoToMeeting
• Maintain and support AV equipment (projectors, cameras, microphones, conferencing systems)
• Utilize remote support tools (e.g., BeyondTrust) for end-user assistance
• Log, track, and resolve incidents and service requests using ServiceNow
• Create and maintain knowledge base articles and user documentation
• Support onboarding/offboarding processes, including account creation and device provisioning
• Configure VPN access, CAC authentication, and endpoint systems
• Provide VIP-level support and priority issue resolution
• Maintain IT inventory and coordinate vendor access onsite
• Support special events, meetings, and conferences as needed
• Identify and implement process improvements and best practices

• 4+ years of experience providing advanced IT support in a Tier II/III environment
• Strong experience troubleshooting complex desktop, network, and basic server issues
• Hands-on experience with Active Directory, account management, and endpoint support
• Experience supporting AV systems and conferencing technologies (Crestron/AMX preferred)
• Proficiency with Google Workspace, Microsoft Office Suite, and Adobe products
• Experience with ServiceNow or similar IT service management tools
• Familiarity with remote support tools such as BeyondTrust
• Working knowledge of networking fundamentals
• Strong communication, organizational, and customer service skills
• Ability to work effectively in a fast-paced, high-demand environment

Nice to Have

• Experience with Dante protocol and advanced AV systems
• Familiarity with Cisco VPN configuration and CAC authentication
• Degree in Information Technology or related field (or equivalent experience)

Work Environment

• Hybrid role following 8 weeks of on-site training
• Must reside in the DMV area
• Occasional on-site presence required for meetings, training, and support activities
• Fast-paced environment supporting high-priority users and mission needs

Please Note

• Candidates must be U.S. Citizens and able to obtain a Public Trust clearance
• The successful candidate will receive a contingent offer based on the outcome of a government background check. This process may take several weeks, and employment cannot begin until successfully completed

RCG is a growing federal contracting company and 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.