What are the responsibilities and job description for the Tier I Helpdesk Analyst - LOCAL REMOTE ONLY position at RCG, Inc.?
Tier I Helpdesk Analyst
Location: Suitland, MD (Remote for local candidates only)
Clearance Requirement: U.S. Citizen or Permanent Resident eligible for Public Trust clearance
Hourly rate: $18 - $20 per hour
Who We Are
At RCG, we're more than just a federal contracting company - we're a team of innovators, problem-solvers, and collaborators. Proudly Certified as a Great Place to Work, we are committed to building a culture where people can grow, contribute, and thrive while delivering exceptional IT services to government clients.
The Opportunity
We're seeking a Tier I Helpdesk Analyst to join our support team on a federal government contract in Suitland, MD. This role is ideal for IT professionals who enjoy solving problems, helping users, and keeping technology running smoothly. As the first line of defense, you'll be the go-to resource for troubleshooting and resolving user issues across hardware, software, and network systems - making a real difference every day.
What You'll Do
- Provide front-line technical support via phone, email, web, and in-person interactions.
- Assist users with issues related to email, directories, operating systems, and desktop applications (Windows and Mac).
- Troubleshoot and resolve hardware/software issues for PCs, printers, and peripherals.
- Document and track user issues, resolutions, and follow-ups in the ticketing system.
- Escalate complex issues to higher-level support as needed, ensuring timely resolution.
- Deliver excellent customer service by clearly communicating with users and managing expectations.
- Contribute to helpdesk documentation, including user guides and troubleshooting procedures.
- Participate in team meetings and share input to improve helpdesk processes.
What We're Looking For
- High School Diploma or equivalent (Associate's or higher preferred).
- 2 years of technical support experience, providing phone and in-person assistance for email, directories, Windows desktop apps, and contract-specific applications.
- Experience as the initial point of contact for troubleshooting hardware and software issues (PCs, printers, peripherals).
- Familiarity with ticketing systems to manage and track support requests.
- Strong problem-solving skills, with the ability to work independently or under general direction.
- Excellent written and verbal communication skills - able to explain technical issues to non-technical users.
- U.S. Citizen or Permanent Resident eligible for Public Trust clearance.
Preferred Skills & Certifications
- Associate's degree in IT, Computer Science, or related field.
- CompTIA A , Network , or similar certifications.
- Familiarity with ITIL best practices.
- Prior experience supporting federal government environments.
Why You'll Love Working Here
- Certified Great Place to Work - supportive and inclusive culture.
- Competitive pay and benefits package.
- Opportunities to grow and advance your IT career.
- Make a direct impact by supporting mission-critical government operations.
Equal Opportunity Statement
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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Ready to kick-start your next IT career step? Apply today and bring your technical skills to a team that values innovation, collaboration, and excellence.
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, or national origin.