Help Desk Specialist - Tier Ii

RCG is a growing federal contracting company and certified as a Great Place to Work™. We are looking for strongly qualified people to join our team. Currently, we are seeking a Help Desk Specialist - Tier IIfor a full-time hybrid position as part of an ongoing contract in Seattle, WA.
Please note: all candidates must be a U.S. Citizen or Permanent Resident and hold or be able to hold a current, Public Trust and DoD 8570-compliant certifications.
The successful candidate will receive a contingent offer based on the outcome of a government background check. This will take several weeks, and the candidate cannot begin actual employment until the background check is successfully completed.
Primary Duties:

• Manage user AD accounts, BitLocker encryption policies, process user account forms
• Hardware & software installation, break/fix support, hardware deployment, desk side support
• Support Conference room and multimedia equipment onsite.
• Set up, support, and troubleshoot hybrid meetings (online and on-prem) using Google Meet, Microsoft Teams, Cisco Webex, Zoom, and Go-to-Meetings.
• Maintains conference room equipment (Projectors, TVs, Video Cameras, Power Distributor Unit, Specialized conferencing hardware).
• Provide IT Support via phone calls, chat, text, email, and create self-help guides.
• User remote support tool BeyondTrust Remote Support Software to provide end-user remote support.
• Set up and troubleshoot PC/Mac computer hardware and software systems and peripherals.
• Guide customers through installing applications, software, and computer peripherals
• Identify, share and implement process improvements.
• Troubleshooting, test fixes, post-resolution, and follow-up.
• Support onsite activities such as special events, conferences, meetings, and asset inventory.
• Support offsite activities such as special events, conferences, and meetings "as needed".
• Use the service desk management system (Zendesk, Jira IT Service Management) to log and track customer requests.
• Maintains equipment stock.
• Escort IT vendors onsite.
• COTS application support as needed.
• Assist with Desktop Operating System Security vulnerability updates.
• Participate in team meetings.

• Use existing IT-established protocols and procedures to:

• Create Active Directory User and Computer Accounts
• Join Computers to Active Directory
• Create Email Accounts
• Provision iOS devices and new computers
• Enable Microsoft Bitlocker
• Configure DoD Common Access Cards
• Configure Cisco VPN
• On-board and Off-Board Personnel
• Create WebEx and Google Meet meetings

Qualifications/Skills include:

• Good interpersonal communication skills
• Experience with IT Customer Support
• Team player
• Experience with Audio Visual wired and wireless systems (Mic, speakers, digital amplifier, digital mixer, Dante protocol)
• Experience with Crestron/AMX AV control systems
• Experience with Google Suite (Google Voice, Documents, Sheet, Slide)
• Experience with Microsoft Office Suite
• Experience with Adobe Acrobat and Adobe Products
• Have an understanding of basic computer network
• Experience with Mac and PC(Dell) Hardware and Operating System.
• Experience with Google Meet, Microsoft Teams, Cisco Webex, and Zoom
• Experience with Microsoft Windows Active Directory Users and Computers
• Ability to work cooperatively and collegiality with others, on multidisciplinary teams and to establish professional working relationships
• Ability to identify and address technical challenges and communicate resolutions in a clear, concise, and complete manner
• Exceptional written and verbal communication skills in the English language
• Excellent organizational skills
• Must be able to handle a high-stress environment

Preferred education and training certifications: Degree in Information Technology or equivalent
Pay rate $31.49 - $33.66 per hour
Our Employees are our most valuable asset.
That's why at RCG, Inc, we are committed to a comprehensive employee benefit program that helps our employees stay healthy, feel secure, and build a good quality of life.

• Medical, Dental, and Vision Care
• Employer paid Basic Life and AD&D Insurance
• Employer paid Disability Benefits
• Flexible Spending Account (Health, Dependent Care, Transit)
• 11 Paid Holidays, 10 Paid Vacation Days, increasing with years of service. 10 days Paid Sick Leave
• Day of Service, 8 paid hours for Community Service
• Military Leave
• Fully Paid Jury Duty/Bereavement Leave
• 401(k) Retirement Savings Plan with generous employer match program
• Education assistance
• 24x7 on-line training portal
• Employee Assistance Program (EAP)

...and other supplemental group discounted benefits and perks!
Physical Demands: Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
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.