Helpdesk Specialist

Location: Silver Spring, MD - On-Site
Employment Type: Full-Time
Salary Range: $69,000 - $72,000

Who We Are

RCG, Inc. 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 Helpdesk Specialist to support a federal government customer with staff located at the Silver Spring Metro Campus and field offices in Norfolk, VA;
Chesapeake, VA;
Seattle, WA; and Durham, NH.

Please note: Due to the secure nature of this government agency, all candidates must be able to meet client-specific background check requirements.

The Opportunity

This full-time position is ideal for a motivated professional with strong technical skills and a customer-focused mindset. The successful candidate will support end users and mission systems while working closely with government stakeholders and internal teams.

What You'll Do

• IT Infrastructure Administration and Maintenance
  • Manage Active Directory (OCS and NOS), user roles, permissions, and access controls.
  • Provide ICAM and Google accounts, mail, voice, drives, apps administration.
  • Provide administration of OCS Local Area Network services, including supporting Windows servers, Linux servers, workstations, laptops, and remote access users.
  • Provide OCS cloud service provider (CSP) engineering and administration support, including Azure and Amazon Web Services (AWS).
  • Provide assistance with transferring data from on-premises servers to cloud-based services.
  • Provide expertise and assistance with managing and troubleshooting cloud-based services, such as data processing in the cloud.
  • Provide assistance with connecting to approved remote systems (servers and clients) within NOAA IT (this may include working with other line offices and their systems). This includes:
    • Provide technical assistance and expertise for the development and implementation of cross-communication between OCS and other NOAA IT systems.
    • Collaborate with IT departments in other NOAA line offices and assist with non-OCS IT systems to facilitate OCS operational needs (e.g., remote data acquisition and processing), within permissible IT policies.
    • Provide technical support for initiatives aimed at making OCS data accessible to diverse teams (e.g., at sea and on shore).
  • Provide expertise and assistance with managing and troubleshooting cloud-based services, such as data processing in the cloud.
• OCS Ticketing System Management and Task Completion
  • Monitor OCS Ticketing system and provide multi-tiered user support. Address IT issues submitted through OCS Ticketing System, including but not limited to issues related to hardware, software, mobile devices, PCs, printers, network cabling, network devices, and any new technology that is introduced within OCS.
  • Assign tickets to appropriate IT team members
  • Offer support via phone, email, and on-site and document findings via ticketing software. Provide an estimate of the level of effort required to resolve an issue with an estimated completion date.
  • Enter phone and walk-up requests into the tracking system.
  • Provide statistics on ticket completion per month.
• Property Management
  • Provide asset management support to property custodians and/or serve as property contact. Notify property custodians when inventoried property has been moved.
    • This includes Dell environments, as well as Apple and Android mobile devices.

• Create, update, and/or maintain property records of in-house and Department of Commerce (DOC) systems (e.g., Sunflower).
• Follow government policy and procedures to remove the equipment from its deployed area, "wipe" data storage devices, and prepare the equipment for surplus and shipping. Custodians shall be notified by the contractor when both actions take place.

• Hardware and Software Management and Administration
  • Design, administer, and troubleshoot file servers and storage systems including Dell hardware, Microsoft Storage Spaces, Windows Disk Management, AWS S3, Microsoft DFS, and Azure Storage Accounts.
  • Build, deploy, backup, restore and/or maintain infrastructure components including but not limited to Windows laptops/desktops/servers, printers, etc. as changes to infrastructure take place.
  • Install, maintain, and upgrade custom off the shelf (COTS) and custom-developed applications; perform required software configurations and troubleshooting.
  • Liaise with service providers including NOS (Azure), NOAA OCIO (AWS), N-WAVE (NOAA Data Center), and NOAA Data Center; attend coordination meetings and distribute relevant information.
  • Support and maintain a hardware inventory including but not limited to System Name, CD Tag, MAC (Media access control) address, and assigned user for OCS in an established OCS Google Doc.
  • Maintain a library of technical reference material for pertinent hardware and software
  • Support and maintain a software inventory, including but not limited to, software name,…