Help Desk Specialist * Tier II

Location: St. Petersburg, FL – Full-Time, On-Site
Hourly Range: $22.85 – $24.05/hour

Who We Are

RCG is a fast-growing federal contracting firm proudly Certified as a Great Place to Work. We are committed to fostering a culture of innovation, inclusion, and excellence. At RCG, we deliver technology and mission support services that help government agencies succeed.

We are currently seeking a Help Desk Specialist – Tier II to support an ongoing federal government contract in St. Petersburg, FL.

Please note: all candidates must be a U.S. Citizen or Permanent Resident and hold or be able to hold a current Public Trust and DoD 8570-compliant certification(s).

The successful candidate will receive a contingent offer based on the outcome of a government background check. This may take several weeks, and the candidate cannot begin actual employment until the background check is successfully completed.

The Opportunity

This role is ideal for an experienced IT support professional capable of handling complex desktop, networking, and conferencing technologies in a fast-paced, high-visibility environment. The Tier II Help Desk Specialist provides hands-on, desk-side, and remote technical support while supporting onsite and offsite events, conferences, and daily IT operations.

This position requires strong customer service skills, technical depth, and the ability to perform effectively under pressure.

What You’ll Do

• Manage Active Directory (AD) user and computer accounts, BitLocker encryption policies, and user account requests.
• Perform hardware and software installation, break/fix support, deployments, and desk-side support.
• Support conference rooms and multimedia equipment onsite.
• Set up, support, and troubleshoot hybrid meetings using Google Meet, Microsoft Teams, Cisco Webex, Zoom, and GoToMeeting.
• Maintain conference room equipment including projectors, TVs, cameras, PDUs, and specialized conferencing hardware.
• Provide IT support via phone, chat, text, email, and create self-help guides.
• Use BeyondTrust Remote Support Software to provide end-user remote support.
• Set up and troubleshoot PC and Mac hardware, operating systems, and peripherals.
• Guide customers through installing applications, software, and computer peripherals.
• Identify, share, and implement process improvements.
• Troubleshoot issues, test fixes, and provide post-resolution follow-up.
• Support onsite activities such as special events, conferences, meetings, and asset inventory.
• Support offsite activities such as special events, conferences, and meetings as needed.
• Log and track customer requests using service desk management systems such as Zendesk and Jira IT Service Management.
• Maintain IT equipment stock and inventory.
• Escort IT vendors onsite as required.
• Provide Commercial Off-The-Shelf (COTS) Application support.
• Assist with desktop operating system security vulnerability updates.
• Participate in team meetings.
• Follow established IT protocols and procedures to:
  • Create Active Directory user and computer accounts
  • Join computers to Active Directory
  • Create email accounts
  • Provision iOS devices and new computers
  • Enable Microsoft BitLocker
  • Configure DoD Common Access Cards (CAC)
  • Configure Cisco VPN
  • Onboard and offboard personnel
  • Create WebEx and Google Meet meetings

Required Qualifications

• Minimum two (2) years of experience providing IT support, including complex desktop, networking, and general server issues.
• Strong IT customer support experience required.
• Experience supporting Mac and PC (Dell) hardware and operating systems.
• Working knowledge of Microsoft Windows Active Directory Users and Computers.
• Understanding of basic computer networking concepts.
• Ability to work cooperatively in a multidisciplinary team environment and establish professional working relationships.
• Ability to identify technical challenges and communicate resolutions clearly and concisely.
• Excellent written and verbal communication skills in English.
• Strong organizational skills.
• Ability to work effectively in a high-stress environment.

Preferred education & Certifications

• Degree in Information Technology or equivalent education and experience.
• DoD 8570-compliant certification(s) (required to obtain within 6 months of hire if not already held).

Physical Demands

The physical demands described here are representative of those required to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

EEO 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 race, color, religion, sex, sexual orientation/gender identity, or national origin