41 applicants
RCG International · 2 days ago
Help Desk Tier I
Silver Spring, MD
Full-time
Remote
Entry Level
1+ years exp
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Insider Connection @RCG International
Responsibilities
Manage user AD accounts, BitLocker, MacAfee 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 GoToMeeting webinar platforms.
Maintain conference room equipment (Projectors, TVs, Video Cameras, Power Distributor Unit, Specialized conferencing hardware).
Provide IT Support via phone calls, chat, and email, and create self-help guides.
Use 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 software (applications, plugins, etc.) and computer peripherals.
Identify, share and implement process improvements.
Utilize IT problem-solving best practices, including troubleshooting, testing fixes, post-resolution actions and end-user follow-up.
Support onsite activities such as special events, conferences, meetings, and asset inventory.
Use the service desk management system (ServiceNow) to log and track incidents and service requests.
Create/update knowledge articles (user-facing and internal-use SOPs and guides).
Maintain IT equipment stock.
Escort IT vendors onsite.
COTS application support as needed.
Assist with Desktop Operating System Security updates.
Use existing IT-established protocols and procedures to:
Create Active Directory User and Computer Accounts
Join Computers to Active Directory
Create Email/LDAP accounts, mail lists and function/service accounts/groups
Provision iOS devices and new computers
Configure DOD Common Access Card
Configure Cisco VPN user accounts and endpoint clients
On-board and Off-Board Personnel
Create Google Meet and WebEx meetings and distribute information to end-users as needed
Provide VIP-level service request fulfillment and priority break-fix support as needed
Participate in team meetings.
Qualification
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Required
Must have at least 1+ years of experience providing IT support, and can handle complex desktop problems, network and routing issues, as well as provide general server support
IT Customer Support experience is a must have
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
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
Have an understanding of basic computer network
Ability to work cooperatively and collegially 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
Excellent communication skill in the English language, both written and spoken
Excellent organizational skills
Must be able to handle a high-stress environment
Preferred
Degree in Information Technology or equivalent
Company
RCG International
RCG is a global company that offers a reliable and efficient service and is specialized in a wide range of fields.
201-500 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase
