Help Desk Call Center Specialist - Remote

Location: Remote (Nationwide) - Based in O'Fallon, IL

Hourly Rate: $15/hour

Who We Are

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 Help Desk Call Center Specialist to support our federal government customer. This full-time position is fully remote (nationwide) with operations based out of O'Fallon, IL.

This role is ideal for retirees, military spouses, and college students, and includes paid training.

Please note: Due to the secure nature of this government program, all candidates must be able to obtain a NACI Public Trust clearance.

The Opportunity

This role provides 24/7 support as part of the Systems Response Center, serving as an off-site central support point for military, DoD, and federal customers. The Help Desk Call Center Specialist handles inbound and outbound calls, evaluates and prioritizes service requests, troubleshoots user issues, and provides first-call resolution when possible. This position requires strong customer service skills, attention to detail, and the ability to work effectively in a remote team environment. Rotating schedules may be required.

What You'll Do

• Provide inbound and outbound phone support for government customers as part of a 24/7 operations center.
• Answer, evaluate, and prioritize Service Requests (SRs) received by phone, email, voicemail, web portal, and fax.
• Apply fundamental understanding of systems, software, and networking to resolve customer issues.
• Use ITIL-based processes to troubleshoot and resolve incidents, communicating effectively with technical and non-technical users.
• Provide First Call Resolution (FCR) for commonly known issues.
• Use ITIL-integrated ticketing systems such as Oracle Siebel CRM and ServiceNow to document, resolve, and track customer issues.
• Troubleshoot at a Tier 1.5 level within Microsoft Windows and Office 365 environments.
• Interview users to gather details and identify the source of technical problems.
• Log and track interactions using ServiceNow CRM.
• Place outbound customer satisfaction survey calls.
• Assist in developing standard solutions for common problems.
• Generate standard reports and provide updates on high-priority issues.

Required Qualifications

• High school diploma or GED (Associate/Bachelor's preferred).
• Ability to obtain a NACI Public Trust clearance.
• Strong customer service and interpersonal skills, especially in a remote team environment.
• 1+ year of customer service experience required.
• Ability to work a rotating schedule.
• Detail-oriented with strong multitasking capability.
• Professional, pleasant phone demeanor.
• Basic keyboarding skills.
• Fluent in English with strong problem-solving abilities.
• Experience in network, systems, or telecommunications operations preferred.

Desired (Not Required) Qualifications

• Previous call center experience.
• Ability to train others.
• Existing Public Trust clearance.
• HDI-CSR or ITIL v3 Foundation certification (HDI-CSR must be obtained after hire-provided at employer expense).

Physical Demands

The physical demands described here represent those required to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform these functions.

Additional Information

This position is remote nationwide but operates under an O'Fallon, IL-based program. Daytime shifts are available, and paid training is provided.

EEO 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 race, color, religion, sex, sexual orientation/gender identity, or national origin.