Tier 1 Service Desk Technician

Are you someone looking for a new opportunity that will help you grow and build on your current technical skills? Do you provide and practice great customer service? Do you have general technical training and know how? If you said yes to these questions, then RCG, Inc. is the right place for you!
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 Tier 1 Service Desk Technician for a full-time position as part of an ongoing contract in Washington DC near Farragut West metro station.
Please note: Due to the secure nature of this government agency, all candidates must be U.S. citizens and be eligible for a Public Trust clearance.
The successful candidate will receive a contingent offer based on the outcome of a government background check. This may take several weeks, and the candidate cannot begin actual employment until the background check is successfully completed.
Duties And Responsibilities

• Manage service requests, escalating as appropriate with follow up to resolution
• Log calls and issues into the incident management ticketing system (we use ServiceNow), and escalate calls and issues to Tier 2 support when necessary
• Provide Account Management support modifying profiles, setting up accounts, creation and modifications of distribution lists, security groups and email contacts
• Assists in providing Documentation support creating and updating technical and standard operating procedures
• Must live within 50 miles of Washington, DC and have the ability to work onsite.
• Service Desk technicians provide customer service support during their designated shift, by responding to IT issues, requests for service, and inquiries pertaining to IT equipment and peripherals
• Provide FCR (first call resolution) to commonly known issues, such as “My computer won’t go to the internet!”

Required Qualifications

• Strong customer service and interpersonal skills as demonstrated by a work history reflecting ability to work well in a team environment; pleasant, professional, and courteous
• Knowledge of networking, Windows 10
• Ability to attain and maintain a federal Public Trust security clearance
• Knowledge of network printer troubleshooting
• Experience modifying access to shared drives; working with Remote Access and mobile devices
• Experience with ticketing systems (such as Remedy, Jira, Freshworks, Zendesk, SalesForce, and/or ServiceNow)
• Excellent administrative skills: organized, efficient, and versatile
• Excellent verbal and written communication skills in the English language
• Ability to develop alternative solutions to solve Tier 1 technical problems
• High school degree or equivalent with a minimum of one (1) year of related experience.
• Must be detail oriented, particularly when multitasking
• Experience working in a dynamic environment and producing quality work with demanding timelines

Desired Qualifications

• 2+ years related experience working on civilian federal government agency contract(s)
• Associate degree/two (2) years college in related field or equivalent
• HDI Customer Service Representative Certification (HDI-CSR)
• ITIL Foundations 2011 (v4), Security+, A+ certifications and/or other relevant certifications
• Experience with the ServiceNow Workflow product
• Current, active Secret clearance highly desirable.

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is frequently required to speak, listen, and hear; must be able to see with near acuity to physically examine/test hardware.

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.