Tier I Helpdesk Analyst - LOCAL REMOTE ONLY

Tier I Helpdesk AnalystLocation: Suitland, MD (Remote for local candidates only)Clearance Requirement: U.S. Citizen or Permanent Resident eligible for Public Trust clearanceHourly rate: $18 - $20 per hourWho We AreAt RCG, we’re more than just a federal contracting company — we’re a team of innovators, problem-solvers, and collaborators. Proudly Certified™ as a Great Place to Work®, we are committed to building a culture where people can grow, contribute, and thrive while delivering exceptional IT services to government clients.The OpportunityWe’re seeking a Tier I Helpdesk Analyst to join our support team on a federal government contract in Suitland, MD. This role is ideal for IT professionals who enjoy solving problems, helping users, and keeping technology running smoothly. As the first line of defense, you’ll be the go-to resource for troubleshooting and resolving user issues across hardware, software, and network systems — making a real difference every day.What You’ll Do

• 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.

• High School Diploma or equivalent (Associate’s 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.

• Associate’s 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.

• 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.