Helpdesk Specialist

Reston Consulting Group•Silver Spring, MD

13h•$69,000 - $72,000•Onsite

About The Position

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. 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.

Requirements

Associates of Arts, equivalent Post-Secondary Degree or Helpdesk support certification. Two years of work experience may serve as an educational equivalency.
2-4 years in an IT technical assistance field
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

Nice To Haves

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.

Responsibilities

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).
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).
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.
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.
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.
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.
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