Reston Consulting Group, Inc. · 4 months ago
Tier I Helpdesk Analyst - LOCAL REMOTE ONLY
United States
Full-time
Remote
Entry Level
2+ years expReston Consulting Group, Inc. is a federal contracting company committed to delivering exceptional IT services to government clients. They are seeking a Tier I Helpdesk Analyst to provide front-line technical support, troubleshoot user issues, and ensure technology runs smoothly for their users.
Information TechnologyService Industry
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
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
Qualification
Required
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
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
Benefits
Competitive pay and benefits package.
Company
Reston Consulting Group, Inc.
Network Design * Engineering * Integration * Operations * Security RCG has more than 35 years' experience supporting some of the world's largest and most highly visible IT enterprises.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Rex Calliflower
COO
Company data provided by crunchbase