Tier I Helpdesk Analyst

Job not on LinkedIn

August 28

🦀 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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Cybersecurity • IT • Enterprise

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.

51 - 200 employees

Founded 1987

🔒 Cybersecurity

🏢 Enterprise

📋 Description

• 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.

🎯 Requirements

• High School Diploma or equivalent (Associates 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 Skills & Certifications • Associates 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

• Certified Great Place to Work supportive and inclusive culture. • Competitive pay and benefits package. • Opportunities to grow and advance your IT career. • Make a direct impact by supporting mission-critical government operations.