VMS Tech Support Specialist (Tier II Help Desk)

Location: Silver Spring, MD - Remote (U.S.-Based) East Coast time zone preferred

Clearance Requirement: PUBLIC TRUST (MUST BE ABLE TO OBTAIN)

Hourly Range: $19.00 - $24.00 per hour

Who We Are

RCG is a growing federal contracting company and proudly Certified as a Great Place to Work. We are committed to fostering a culture of innovation, collaboration, and excellence while delivering high-quality services to our government clients.

The Opportunity

We are currently seeking a VMS Tech Support Specialist (Tier II Help Desk) to support a federal government customer. This is a remote position open to candidates located anywhere within the United States. However, candidates must be willing and able to travel to the Silver Spring, MD facility for occasional meetings, training sessions, or working engagements, if required.

This role provides Tier II support for the Vessel Monitoring System (VMS) vTrack platform, supporting a wide range of users including federal staff, enforcement officers, and external stakeholders.

What You'll Do

• Provide Tier II support for VMS vTrack software end users
• Deliver customer support to divisional users, anglers, USCG, science center staff, and state enforcement personnel
• Manage account requests, non-disclosure agreements, and user provisioning in accordance with security and confidentiality requirements
• Track and resolve ServiceNow tickets/work orders
• Maintain knowledge of VMS vendor systems, data flows, satellite coverage, and program requirements
• Apply system knowledge to registration, reimbursement processes, and stakeholder communications
• Support additional tasks and operational needs assigned
• Participate in on-the-job training (OJT) to support system and process understanding

Required Qualifications:

• U.S. Citizenship required; must be able to obtain a Public Trust clearance
• 2+ years of relevant experience OR Bachelor's degree in a related field with 1+ year of experience
• Experience with ServiceNow ITSM (REQUIRED)
• Strong ability to develop and maintain effective working relationships with team members and government clients
• Excellent written and verbal communication skills in English
• Strong organizational skills with the ability to manage multiple tasks
• Ability to perform effectively in a high-paced, high-pressure environment

Preferred Qualifications:

• Bachelor's degree in a related field
• Experience with JIRA ticketing system

Work Environment & Physical Demands

This is a remote position with occasional on-site requirements in Silver Spring, MD, as needed. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Please Note

Due to the nature of this government contract, all candidates must be U.S. citizens and able to obtain a Public Trust clearance. The successful candidate will receive a contingent offer based on the outcome of a government background investigation. This process may take several weeks, and candidates cannot begin employment until the background check is successfully completed.

Why You'll Love Working Here

• Competitive compensation
• Comprehensive benefits package
• Growth opportunities in federal IT support
• Supportive, team-oriented culture
• Proudly Certified as a Great Place to Work

Equal Employment Opportunity

RCG, Inc. is an Equal Opportunity Employer. We do not discriminate against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on race, color, religion, sex, sexual orientation/gender identity, or national origin.