Tier I Helpdesk Analyst - LOCAL REMOTE ONLY

November 8, 2025

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Tier I Helpdesk Analyst Location: Suitland, MD (Remote for local candidates only) Clearance Requirement: U.S. Citizen or Permanent Resident eligible for Public Trust clearance Hourly rate: $18 - $20 per hour Who We Are At 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 Opportunity We’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 <ul><li>Provide front-line technical support via phone, email, web, and in-person interactions.</li><li>Assist users with issues related to email, directories, operating systems, and desktop applications (Windows and Mac).</li><li>Troubleshoot and resolve hardware/software issues for PCs, printers, and peripherals.</li><li>Document and track user issues, resolutions, and follow-ups in the ticketing system.</li><li>Escalate complex issues to higher-level support as needed, ensuring timely resolution.</li><li>Deliver excellent customer service by clearly communicating with users and managing expectations.</li><li>Contribute to helpdesk documentation, including user guides and troubleshooting procedures.</li><li>Participate in team meetings and share input to improve helpdesk processes. </li></ul>What We’re Looking For <ul><li>High School Diploma or equivalent (Associate’s or higher preferred).</li><li>2+ years of technical support experience, providing phone and in-person assistance for email, directories, Windows desktop apps, and contract-specific applications.</li><li>Experience as the initial point of contact for troubleshooting hardware and software issues (PCs, printers, peripherals).</li><li>Familiarity with ticketing systems to manage and track support requests.</li><li>Strong problem-solving skills, with the ability to work independently or under general direction.</li><li>Excellent written and verbal communication skills — able to explain technical issues to non-technical users.</li><li>U.S. Citizen or Permanent Resident eligible for Public Trust clearance. </li></ul>Preferred Skills & Certifications <ul><li>Associate’s degree in IT, Computer Science, or related field.</li><li>CompTIA A+, Network+, or similar certifications.</li><li>Familiarity with ITIL best practices.</li><li>Prior experience supporting federal government environments. </li></ul>Why You’ll Love Working Here <ul><li>Certified™ Great Place to Work® — supportive and inclusive culture.</li><li>Competitive pay and benefits package.</li><li>Opportunities to grow and advance your IT career.</li><li>Make a direct impact by supporting mission-critical government operations. </li></ul>Equal Opportunity Statement RCG, Inc. does not discriminate against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibits discrimination against all individuals based on their race, color, religion, sex, sexual orientation/gender identity, or national origin. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Ready to kick-start your next IT career step? Apply today and bring your technical skills to a team that values innovation, collaboration, and excellence.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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