Help Desk Tier II

Help Desk Specialist – Tier II

Location: La Jolla, CA

Employment Type: Full-Time

Work Arrangement: On-Site, with Remote Support for Additional Locations

Hourly Rate: $30.00–$33.65 per hour

Citizenship & Clearance Requirement: U.S. Citizen or Lawful Permanent Resident; must hold or be eligible to obtain and maintain a Public Trust.

Certification Requirement: DoD 8570-compliant certification required.

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Who We Are

RCG, Inc. is a growing federal contracting company delivering technology, cybersecurity, and professional solutions that support critical government missions. We are proudly Certified as a Great Place to Work® for four consecutive years, reflecting our commitment to creating an environment where employees can grow, contribute, and build rewarding careers.

The Opportunity

RCG is seeking a Help Desk Specialist – Tier II to support an ongoing federal government contract in La Jolla, California.

This is a hands-on technical support position responsible for providing advanced desktop support, troubleshooting complex technical issues, managing user accounts, supporting endpoint security, and maintaining conference room and multimedia technologies.

The selected candidate will provide on-site technical support for staff in La Jolla, along with remote support for personnel at science laboratories in Santa Cruz and Monterey, California, as well as employees working in the field or traveling.

The ideal candidate will have strong troubleshooting skills, excellent customer service experience, and the ability to resolve complex technical issues in a fast-paced environment.

What You'll Do

Technical Support & Troubleshooting

· Provide Tier II technical support to end users through phone, email, chat, text, desk-side assistance, and remote support tools.

· Diagnose and resolve complex PC and Mac hardware, operating system, software, peripheral, and network-related issues.

· Troubleshoot network connectivity and routing issues and provide general server support.

· Install, configure, troubleshoot, maintain, and deploy computer hardware and software.

· Utilize BeyondTrust Remote Support to troubleshoot and resolve issues for remote users.

· Guide users through software installations, application configurations, and peripheral setup.

· Provide Commercial Off-The-Shelf (COTS) application support.

· Troubleshoot, test solutions, verify resolutions, and conduct follow-up support.

· Identify and implement process improvements to enhance service delivery.

Account Administration & Endpoint Security

· Manage Active Directory user and computer accounts.

· Create and maintain email accounts and process user account requests.

· Join computers to Active Directory.

· Configure and manage Microsoft BitLocker encryption.

· Prepare, configure, and provision new computers and iOS devices.

· Configure and troubleshoot DoD Common Access Cards (CAC).

· Configure Cisco VPN accounts and endpoint clients.

· Assist with desktop operating system security updates and vulnerability remediation.

· Support employee onboarding and offboarding activities.

Service Management & Documentation

· Create, update, track, and resolve incidents and service requests using Zendesk and Jira IT Service Management.

· Maintain accurate documentation of technical issues, troubleshooting procedures, and resolutions.

· Develop and maintain user-facing self-help guides and internal technical documentation.

· Maintain IT equipment inventory and equipment stock.

· Support IT asset management and inventory activities.

· Escort IT vendors on-site as required.

· Participate in team meetings and knowledge-sharing activities.

Conference Room & Multimedia Support

· Install, configure, maintain, and troubleshoot conference room and multimedia equipment.

· Set up and support hybrid meetings using Google Meet, Microsoft Teams, Cisco Webex, Zoom, and GoToMeeting.

· Troubleshoot projectors, televisions, video cameras, power distribution units, and specialized conferencing equipment.

· Support audio/visual technologies, including wired and wireless microphones, speakers, amplifiers, digital mixers, and Dante audio protocol.

· Support Crestron and AMX audio/visual control systems.

· Create and distribute meeting invitations using Google Meet and Cisco Webex.

· Provide technical support for on-site meetings, conferences, and special events.

· Support off-site meetings, conferences, and events as needed.

What We're Looking For

· Minimum of 2 years of experience providing IT technical support.

· Strong customer service experience in a technical support environment.

· Demonstrated ability to diagnose and resolve complex desktop, network, and routing issues.

· Experience providing general server support.

· Experience supporting Windows and macOS operating systems.

· Hands-on experience with Microsoft Active Directory Users and Computers.

· Experience installing, configuring, troubleshooting, and supporting Dell desktop and laptop hardware.

· Working knowledge of Microsoft Office Suite, Adobe Acrobat, and Adobe Creative products.

· Experience with Google Workspace, including Google Voice, Docs, Sheets, and Slides.

· Familiarity with Google Meet, Microsoft Teams, Cisco Webex, Zoom, and other collaboration platforms.

· Understanding of computer networking concepts and troubleshooting.

· Experience supporting audio/visual equipment and conference room technologies.

· Strong analytical, troubleshooting, and problem-solving skills.

· Excellent written and verbal communication skills.

· Strong organizational and time-management skills.

· Ability to work effectively in a fast-paced, high-volume technical support environment.

· Ability to collaborate with multidisciplinary teams and maintain professional working relationships.

Preferred Qualifications

· Associate or bachelor's degree in Information Technology or a related technical field, or equivalent education and training.

· Experience supporting federal government or scientific research environments.

· Experience with Zendesk, Jira IT Service Management, or comparable service management platforms.

· Experience with enterprise audio/visual systems, including Dante, Crestron, and AMX technologies.

Work Environment

This is a full-time, on-site position in La Jolla, California, supporting a federal government environment.

The selected candidate will provide direct technical support to employees at the La Jolla facility and remote assistance to personnel at additional laboratory locations in Santa Cruz and Monterey, California, as well as employees working in the field or traveling.

The position may require occasional support for off-site meetings, conferences, special events, and other technical activities.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the position.

Please Note

Employment is contingent upon successful completion of all applicable government background investigation and customer onboarding requirements. Candidates cannot begin work until all required government processing has been successfully completed.

Why Join RCG?

· Support meaningful federal government missions.

· Work with a diverse range of enterprise technologies and technical support tools.

· Collaborate with experienced IT professionals and multidisciplinary teams.

· Gain hands-on experience supporting scientific research facilities and geographically distributed users.

· Opportunities for continued technical and professional development.

· Be part of a collaborative workplace that values innovation, teamwork, and professional growth.

Equal Opportunity Employer

RCG, Inc. is an Equal Opportunity Employer. We provide equal employment opportunities to all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by applicable law.

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability
• Training & Development
• Wellness Resources