Help Desk Tier I Specialist - Remote after 8… at Reston… · Remote

Summary: Reston Consulting Group, Inc. is a growing federal contracting company committed to innovation and collaboration. They are seeking a Help Desk Tier I Specialist to provide technical support for an ongoing federal contract, transitioning to remote work after an initial training period.

Responsibilities:
- Manage Active Directory user and computer accounts
- Process user account requests and forms
- Support BitLocker, McAfee encryption policies, and endpoint security requirements
- Install, configure, troubleshoot, and deploy hardware and software
- Provide desk-side and remote technical support to end users
- Support conference room and multimedia technologies
- Set up, support, and troubleshoot hybrid meetings using Google Meet, Microsoft Teams, Cisco Webex, Zoom, and GoToMeeting
- Maintain conference room equipment including projectors, displays, cameras, power distribution units, and conferencing hardware
- Provide technical support via phone, email, chat, and remote support tools
- Utilize BeyondTrust Remote Support software to assist users remotely
- Troubleshoot PC and Mac hardware, operating systems, peripherals, and software applications
- Assist users with software installations and peripheral configurations
- Identify and implement process improvements
- Utilize troubleshooting methodologies to diagnose, resolve, and document technical issues
- Support special events, meetings, conferences, and IT asset inventories
- Create, update, and manage incidents and service requests in ServiceNow
- Develop and maintain user-facing and internal knowledge base articles
- Maintain inventory of IT equipment and supplies
- Escort IT vendors onsite as required
- Provide Commercial Off-The-Shelf (COTS) application support
- Assist with desktop operating system updates and security compliance
- Prepare and provision new computers and mobile devices
- Configure and support DoD Common Access Cards (CAC)
- Configure Cisco VPN user accounts and endpoint clients
- Support onboarding and offboarding activities
- Create and distribute meeting invitations using Google Meet and Webex
- Provide VIP-level support and priority issue resolution
- Participate in team meetings and knowledge-sharing activities

Required Qualifications:
- U.S. Citizenship
- Eligibility to obtain and maintain a Public Trust clearance
- Minimum of 1 year of IT support experience
- Strong customer service and technical support background
- Ability to troubleshoot desktop, network, and basic server-related issues
- Excellent verbal and written communication skills
- Strong organizational and time-management skills
- Ability to thrive in a fast-paced, high-volume support environment
- Ability to work effectively both independently and as part of a team
- Proven ability to work successfully in a remote environment, demonstrating strong self-motivation, accountability, and time management skills
- Ability to remain focused, responsive, and productive while working independently with minimal supervision
- Must maintain a professional home office environment with reliable internet access
- Active Directory Users and Computers
- Microsoft Windows operating systems
- MacOS operating systems
- Dell desktop and laptop hardware
- Microsoft Office Suite
- Adobe Acrobat and Adobe Creative products
- Google Workspace (Docs, Sheets, Slides, Google Voice)
- ServiceNow ticketing system
- Google Meet, Microsoft Teams, Cisco Webex, Zoom, and GoToMeeting
- Basic networking concepts and troubleshooting
- Audio/Visual technologies, including: Wired and wireless microphone systems, Speakers and amplifiers, Digital mixers, Dante audio protocol, Crestron and AMX AV control systems

Preferred Qualifications:
- Associate or bachelor's degree in information technology or a related field
- Experience supporting federal government environments
- Experience with Public Trust or other government security requirements

Required Skills: Active Directory Users and Computers, Microsoft Windows operating systems, MacOS operating systems, Dell desktop and laptop hardware, Microsoft Office Suite, Adobe Acrobat, Adobe Creative products, Google Workspace, ServiceNow ticketing system, Google Meet, Microsoft Teams, Cisco Webex, Zoom, GoToMeeting, Wired and wireless microphone systems, Speakers and amplifiers, Digital mixers, Dante audio protocol, Crestron AV control systems, AMX AV control systems, BitLocker, McAfee encryption policies, Endpoint security, DoD Common Access Cards (CAC), Cisco VPN user accounts and endpoint clients, Basic networking concepts