Previous Job
Help Desk Technician, Secret Cleared
Ref No.: 18-00735
Location: Ft Belvior, Virginia
Position Type:Right to Hire
Experience Level: 3 Years
Start Date / End Date: 08/28/2018 to 03/29/2019
RCM Technologies is a leading provider of IT Business Solutions and Professional Engineering Services to over 1,000 clients in the commercial and government sectors. RCM partners with clients to define, implement, and manage a broad range of technologies across multiple platforms, systems, and networks. Our broad geographic presence ensures that a proven and reliable tactical and strategic capability is available and deployable virtually everywhere in North America.

RCM Technologies has immediate needs for a Cleared Help Desk Technicians

Our Client has 2 immediate needs, for contract to hire opportunities in Ft Belvoir VA. Candidates must have an active secret clearance in order to be considered.

RCM is seeking customer service centered help desk technicians to provide timely and professional Tier I/II support to users.
To be successful in this position you need to be collaborative and willing to work within a team. While you will need to be a self-starter, completing tasks on your own, working together is critical in this role. You will be interfacing with users and senior agency staff. Therefore, you should be articulate in your communications. You will need to explain technical intricacies to end users in a way that is easily understood. You will need to maintain a high-level customer service focus, exhibiting expertise, courtesy, timeliness, and professionalism.
  • Provide technical support and troubleshooting for software applications loaded on desktop and laptop computers that communicate to/from application servers and third-party support agencies
  • Screen, refer and diagnose internal/external inquiries and work requests as they relate to support of related systems
  • Provide end-user software troubleshooting and support
  • Apply diagnostic techniques to identify problems; investigate causes; and recommend solutions
  • Familiar with Microsoft Active Directory
  • Document all user requests and actions taken in Remedy ticketing system
  • Provide phone and help desk support for local and off-site users
  • Maintain internal knowledge base for Help Desk technicians and users
  • Answer phones and emails in a timely manner
  • Maintain printers and multifunction devices
  • Create and maintain Windows 10 desktop/laptop images
  • Maintain software and hardware assignments
  • Participate in special projects as required
  • Familiar with Release and Configuration Management concepts
  • Use Remedy as the help desk software
    • Ensure all tickets worked include the problem, the solution, the end user, initiation and completion time, and end user satisfaction.
    • The resolution shall be in sufficient detail to allow another support technician, not familiar with the problem, sufficient information to resolve the same or similar problem without extensively researching the issue again.
    • Identify training requirements or software fixes to correct any recurring problems identified in the database of user support.
    • Notify the program manager of all VIP requests for support that require additional resources which result in a delay of resolution
  • Create and maintain documentation
    • Work with other members of the team to ensure that help desk documentation is complete and up-to-date
    • Provide weekly and monthly status reports
  • Maintain current knowledge of relevant technologies as assigned
  • Able to maintain a high-level customer service focus, exhibiting expertise, courtesy, timeliness, and professionalism interfacing with users and senior agency staff
  • May need to lift and carry desktop equipment such as laptops, computers, and monitors

Associates Degree in a related technical discipline, or the equivalent combination of education, technical certifications or training, or work experience.

Certifications Requirements:
  • Current CompTIA Security+ CE certification
  • Computing environment certification (Windows 10 MCSA or MCP preferred)
  • If you start only with a Security+ CE, continued employment will be contingent on receiving the additional Windows certification within 3 months after your start date.

3 - 5 years of directly related experience supporting help desk operations or customer service.
  • Experience with the following is required:
  • Microsoft Office Suite 2013/2016
  • Windows 10
  • Experience with one or more of the following is a plus:
  • Outlook Email Client in an Exchange Server Environment
  • Experience with remote access to users' computers
  • Experience working with networked printers
  • Active Directory
  • Remedy
  • ACAS
  • Excellent business analytical and problem-solving/trouble shooting skills
  • Excellent customer service skills
  • Excellent communication skills
  • Excellent documentation skills
  • Strong organizational and collaborative skills
  • Strong teamwork and engagement as a project team member
  • Ability to assimilate information rapidly, motivated to self-study new requirements
  • Maintain current industry knowledge of relevant concepts; practices and procedures
  • Able to multi-task and prioritize
  • Able to work under time constraints
  • Adapt to changes in requirements and new projects
  • Maintain and upgrade certifications
  • Strong written and verbal English language skills
  • Willing to perform other duties as assigned

Clearance Requirements:
  • Must have a minimum of an Interim Secret clearance on hire and confirmed within JPAS. Continued employment is contingent on receiving a fully adjudicated Secret clearance.

Work Location:
  • Client Site, Fort Belvoir, VA
  • Hours are 6:30 a6 pm- 2:30 PM, or 9:30 am-6 pm
  • Some flexibility may be required to cover when others are out of office
  • No telework allowed