Helpdesk Specialist

Location: Silver Spring, MD - On-Site

Employment Type: Full-Time

Salary Range: $69,000 - $72,000

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 Helpdesk Specialist to support a federal government customer with staff located at the Silver Spring Metro Campus and field offices in Norfolk, VA; Chesapeake, VA; Seattle, WA; and Durham, NH.

Please note: Due to the secure nature of this government agency, all candidates must be able to meet client-specific background check requirements.

The Opportunity

This full-time position is ideal for a motivated professional with strong technical skills and a customer-focused mindset. The successful candidate will support end users and mission systems while working closely with government stakeholders and internal teams.

What You'll Do

• IT Infrastructure Administration and Maintenance
  
  
  
  • Manage Active Directory (OCS and NOS), user roles, permissions, and access controls.
  • Provide ICAM and Google accounts, mail, voice, drives, apps administration.
  • Provide administration of OCS Local Area Network services, including supporting Windows servers, Linux servers, workstations, laptops, and remote access users.
  • Provide OCS cloud service provider (CSP) engineering and administration support, including Azure and Amazon Web Services (AWS).
  • Provide assistance with transferring data from on-premises servers to cloud-based services.
  • Provide expertise and assistance with managing and troubleshooting cloud-based services, such as data processing in the cloud.
  • Provide assistance with connecting to approved remote systems (servers and clients) within NOAA IT (this may include working with other line offices and their systems). This includes:
    
    
    
    • Provide technical assistance and expertise for the development and implementation of cross-communication between OCS and other NOAA IT systems.
    • Collaborate with IT departments in other NOAA line offices and assist with non-OCS IT systems to facilitate OCS operational needs (e.g., remote data acquisition and processing), within permissible IT policies.
    • Provide technical support for initiatives aimed at making OCS data accessible to diverse teams (e.g., at sea and on shore).
    
    
    
    
  • Provide expertise and assistance with managing and troubleshooting cloud-based services, such as data processing in the cloud.
  
  
  
  
• OCS Ticketing System Management and Task Completion
  
  
  
  • Monitor OCS Ticketing system and provide multi-tiered user support. Address IT issues submitted through OCS Ticketing System, including but not limited to issues related to hardware, software, mobile devices, PCs, printers, network cabling, network devices, and any new technology that is introduced within OCS.
  • Assign tickets to appropriate IT team members
  • Offer support via phone, email, and on-site and document findings via ticketing software. Provide an estimate of the level of effort required to resolve an issue with an estimated completion date.
  • Enter phone and walk-up requests into the tracking system.
  • Provide statistics on ticket completion per month.
  
  
  
  
• Property Management
  
  
  
  • Provide asset management support to property custodians and/or serve as property contact. Notify property custodians when inventoried property has been moved.
    
    
    
    • This includes Dell environments, as well as Apple and Android mobile devices.
    
    
    
    
  
  
  
  

• Create, update, and/or maintain property records of in-house and Department of Commerce (DOC) systems (e.g., Sunflower).
• Follow government policy and procedures to remove the equipment from its deployed area, "wipe" data storage devices, and prepare the equipment for surplus and shipping. Custodians shall be notified by the contractor when both actions take place.

• Hardware and Software Management and Administration
  
  
  
  • Design, administer, and troubleshoot file servers and storage systems including Dell hardware, Microsoft Storage Spaces, Windows Disk Management, AWS S3, Microsoft DFS, and Azure Storage Accounts.
  • Build, deploy, backup, restore and/or maintain infrastructure components including but not limited to Windows laptops/desktops/servers, printers, etc. as changes to infrastructure take place.
  • Install, maintain, and upgrade custom off the shelf (COTS) and custom-developed applications; perform required software configurations and troubleshooting.
  • Liaise with service providers including NOS (Azure), NOAA OCIO (AWS), N-WAVE (NOAA Data Center), and NOAA Data Center; attend coordination meetings and distribute relevant information.
  • Support and maintain a hardware inventory including but not limited to System Name, CD Tag, MAC (Media access control) address, and assigned user for OCS in an established OCS Google Doc.
  • Maintain a library of technical reference material for pertinent hardware and software
  • Support and maintain a software inventory, including but not limited to, software name, number of licenses, expiration date, and last date of use.
  • Recommend installing, test, and maintain hardware and software related to network operations, including integrating existing hardware and software and designing and implementing computer programs to fulfill specific OCS requirements.
  • Conduct patch assessment, pilot testing, and system-wide deployment.
  • Perform pre-patch backups, monitor deployment, and verify patch success.
  
  
  
  
• Backup and Restoration
  
  
  
  • Perform quarterly backup validation checks per OCS file restoration lists; support disaster recovery and testing efforts.
  • Backup, replace, restore and/or maintain infrastructure components, including system updates and replacement.
  • Conduct outage and failure analysis and implement Root Cause Corrective Action (RCCA) Report to correct or eliminate root-cause problems.
  
  
  
  
• Security
  
  
  
  • Support OCS IT Security processes to maintain confidentiality, integrity, and availability of IT networks and systems and support annual Federal Information Systems Management Act (FISMA) compliance activities.
  • Monitor and enforce password policies, multi-factor authentication (MFA), and account lifecycle management (creation, modification, deletion).
  
  
  
  
• Technical Service
  
  
  
  • Support in person and virtual meetings (e.g., Google Hangout, GoTo Services) and support meeting setup using Audio/Visual equipment in OCS conference rooms.
  • Maintain standards for installing/moving computers including cable management
  • Maintain workstation disk images for various configurations:
  • Provide advice, analysis, and alternative evaluations for potential use by the Government
  • Provide recommendations and evaluations for software and hardware to be purchased by the Government
  
  
  
  

Required Qualifications

Education: Associates of Arts, equivalent Post-Secondary Degree or Helpdesk support certification. Two years of work experience may serve as an educational equivalency.

• Years of Experience: 2-4 years in an IT technical assistance field
• Knowledge Skills and Abilities: Experience with identifying, researching, and resolving IT-related issues
• Understanding of standard IT support procedures and troubleshooting techniques
• Familiarity with common hardware (e.g., desktops, laptops, printers) and software (e.g., OS, productivity suites)
• Basic understanding of networking concepts (e.g., connectivity, IP settings, VPN)
• Skill in diagnosing user problems through remote tools or direct interaction
• Ability to respond clearly and professionally to user requests via phone, email, and in person
• Excellent interpersonal skills with a customer-focused approach to technical support
• Skill in documenting, tracking, and monitoring support tickets through resolution
• Ability to prioritize multiple support requests in a dynamic environment
• Takes initiative in learning and applying standard practices within the IT support field

Preferred

• Certifications such as CompTIA A+, Network+, Security+, ITIL, CISSP, etc.
• Experience supporting federal clients
• Familiarity with tools such as ServiceNow, Active Directory, Microsoft 365, etc.

Work Environment & Physical Demands

• Office-based position in a secure federal facility
• May require standing, bending, and lifting equipment up to 50 lbs
• Must be able to sit or stand for extended periods
• May involve occasional after-hours or weekend support

Security Requirements (if applicable)

• Employment is contingent upon successful completion of a government background investigation
• Position is not telework eligible

Why Join RCG?

• Competitive compensation
• Comprehensive benefits package
• Growth opportunities in federal IT
• Supportive, people-first culture
• Certified Great Place to Work

Equal Employment Opportunity

RCG is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected characteristic