Tier 3 IT Support Technician

RCG is a fast-growing federal contracting firm, proudly Certified™ as a Great Place to Work®. We are committed to fostering a culture of innovation, inclusion, and excellence. At RCG, we deliver technology and mission support services that help government agencies succeed. We are currently seeking a skilled Tier 3 IT Support Technician to support a federal government client in St. Petersburg, FL. A hybrid work schedule may be considered after the successful completion of a probationary period and based on performance and operational needs.

Please note: Due to the secure nature of this government agency, all candidates must be able to meet any client-specific background check requirements.

Position Overview

This full-time, office-first role is ideal for an experienced IT professional with deep technical expertise and a proactive, independent work style. Supporting a geographically dispersed user base of approximately 225 customers, the Tier 3 Support Technician will be responsible for handling complex IT functions and advanced troubleshooting tasks that exceed the capacity of lower-tier service desk staff. Working alongside two other Tier 3 technicians, and three Tier 2 technicians, this role plays a critical part in maintaining a responsive, reliable IT service desk, directly supporting mission-critical government functions.

Key Responsibilities

Lead Software Testing, Approval, and Deployment

• Design, develop, and maintain a centralized software repository for internal users and IT staff.
• Package and deploy applications in a hybrid local/cloud environment.
• Ensure compatibility across platforms and manage license compliance.
• Provide administrative support for cloud-based tools such as Google Workspace.
• Support users with software installation, functionality, and updates.

Mobile Device Management

• Serve as the primary mobile device manager for approximately 54 devices.
• Handle provisioning, lifecycle management, and technical support for mobile hardware.
• Ensure device security and compliance with policy standards.

Tier 3 Service Desk Support

• Provide advanced IT support, resolving escalated technical issues.
• Troubleshoot complex hardware/software problems and perform root cause analysis.
• Execute system imaging, endpoint patching, and mobile device troubleshooting.
• Develop and maintain SOPs, and lead small-scale technical projects.
• Support Windows workstations and serve as a technical escalation point.

Requirements

• Bachelor’s degree in computer science, Information Technology, or a related field.
• Minimum of 4 years of hands-on experience in software testing and validation processes.
• Proven background in a Tier 3 or senior-level IT support role, preferably in an enterprise or government environment.
• Strong proficiency in software packaging, deployment, and license management across various platforms.
• Demonstrated experience with cloud-based enterprise solutions, such as Google Workspace.
• In-depth knowledge of Windows operating systems, including system imaging and endpoint management.
• Experience managing and supporting mobile devices within an organizational setting.
• Exceptional troubleshooting and problem-solving skills, with the ability to document and communicate resolutions effectively.
• Strong ability to manage multiple priorities and projects simultaneously while meeting deadlines.
• Excellent interpersonal skills, with the ability to collaborate effectively with both technical teams and end users.
• Clear and professional verbal and written communication skills in English.
• Proven ability to work independently and adhere to established procedures and security protocols.

Preferred Qualifications:

• Experience in a federal or multi-site IT environment.
• Familiarity with hybrid cloud infrastructure and service management tools.
• Previous experience supporting government agency end users.

Work Environment

• This is a full-time, office-first role located in St. Petersburg, FL.
• A hybrid work arrangement may be offered after a probationary period based on performance and client approval.
• Occasional local travel may be required.

Physical Demands

Reasonable accommodation may be made to enable individuals with disabilities to perform essential job functions.

Equal Opportunity Employer

RCG, Inc. is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, national origin, sexual orientation/gender identity, disability, or veteran status. We are committed to building a diverse and inclusive workplace