Tier I Helpdesk Analyst

March 24

🦀 Maryland – Remote

Although this job is listed in Maryland, this company may be open to hiring remote in other states.

⏰ Full Time

🟢 Junior

🟡 Mid-level

💻 IT Support

🚫👨‍🎓 No degree required

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Reston Consulting Group, Inc.

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Reston Consulting Group, Inc. is a Minority & Woman-Owned Small Business providing innovative solutions and outstanding service to clients in achieving technical, business, and mission success. Established in 1987, RCG specializes in IT services, including data center consolidation, cybersecurity support, and infrastructure management for government and commercial clients. With a strong commitment to customer satisfaction and a proven track record, RCG leverages emerging technologies with registered processes to deliver exceptional service.

Enterprise Architecture • IT Security • Network Engineering & Design • Telecommunications • Help Desk Services

51 - 200 employees

Founded 1987

🔒 Cybersecurity

🏢 Enterprise

📋 Description

• This Helpdesk role is focused on providing Tier I Support for a federal contract. • The successful candidate(s) will be the first point of contact for troubleshooting and resolving user issues related to hardware, software, and network systems, ensuring that client systems are running smoothly and efficiently. • Provide front-line technical support via phone, email, web, and in-person interactions. • Assist users with issues related to email, directories, computer operating systems, and desktop applications across various platforms, including Windows and Mac. • Troubleshoot and resolve hardware and software issues for PCs, printers, and other devices. • Document and track user issues, resolutions, and follow-up actions in the ticketing system. • Escalate complex issues to higher-level support when necessary, ensuring timely resolution. • Maintain a high level of customer service by effectively communicating with users and managing expectations. • Contribute to the development and maintenance of helpdesk documentation, including user guides and troubleshooting procedures. • Participate in regular team meetings and provide input for process improvements.

🎯 Requirements

• High School Diploma or equivalent. • Minimum of 2 years of technical support experience, providing phone and in-person support for email, directories, Windows desktop applications, and contract-specific applications. • Experience serving as the initial point of contact for troubleshooting hardware and software issues for PCs, printers, and related peripherals. • Strong problem-solving skills and the ability to work independently or under general direction. • Excellent communication skills, both written and verbal, with the ability to clearly explain technical issues to non-technical users. • Experience using ticketing systems for tracking and managing user support requests. • Preferred certifications/education: Associates degree in information technology, Computer Science, or related field. • CompTIA A+, Network+, or similar certifications. • Familiarity with ITIL best practices and methodologies. • Experience working in a federal government environment.