Tier 2 Desktop Technician

Alpha Omega is an award-winning Federal IT Solutions provider. Since its inception in September 2016, we have grown from a start-up to a $100m/year business. Alpha Omega's growth stems from our mission focus: to make the US Government the best in the world. We achieve that via advanced capabilities in the areas of Design & Product Management, DevSecOps & Cloud Engineering, Intelligent Automation, and Cybersecurity. Our consistent growth has fostered a series of accolades including Inc. 5000 and Washington Technology's Fast 50 awards for five consecutive years, Virginia Business Best Places to Work ten years in a row, and Maryland Technology Council's 2022 Government Contract of the Year over $50 Million Dollars award, to name a few. We are seeking passionate federal IT professionals to join our team. Come support our nation's government agencies and make a difference. Why Us? We have H.E.A.R.T Alpha Omega's Core Values - (H) harmony, (E) engagement, (A) accountability, (R) resourcefulness, and (T) tenacity- collectively are an acrostic reminder of the values that guide the work we do. We foster a culture that recognizes and rewards hard work. Our H.E.A.R.T. program invites colleagues and managers from across the organization to recognize each other for living out our core values. Spotlighted employees enjoy a detailed nomination about their core-values-aligned actions which are then shared with their manager. Ready to embark on a rewarding, challenging, and fulfilling career in the Federal IT Solutions space? Come grow with us. Job Title: Tier 2 Desktop Technician Work Location: Asheville, NC (full-time onsite; situational telework only) Clearance Required: US Citizen; Public Trust (National Agency Check with Inquiries (NACI Position Description: Alpha Omega is looking for a Tier 2 Desktop Technician to support end-users at NOAA's National Centers for Environmental Information (NCEI) in Asheville, NC, under the NCEI IT Support Services (NCEI ITSS) contract. The Tier 2 Desktop Technician will be responsible for IT desktop support to almost 300 users in Asheville. The Tier 2 Technician has a mix of security, technical, and customer service skills and exhibits a passion for technology and helping people. Through analysis, repair, and maintenance, the Tier 2 Desktop Technician ensures that local and network computer hardware, software, systems, and related peripheral equipment are operating optimally. The Tier 2 Desktop Technician addresses assigned incidents and problems in a timely manner, consistent with applicable SLAs and established NCEI, NESDIS, NOAA, and Department of Commerce protocols. Responsibilities: Respond to requests for technical assistance via phone, e-mail, or the NCEI Jira ticketing application. Support walk-up requests from NCEI employees when it's not feasible for the employee to submit a support request.
Provide incident and problem management for all issues reported by creating, updating, and managing requests.
Escalate service requests in accordance with the processes and procedures maintained in the knowledgebase and documenting the escalation or resolution as appropriate.
Successfully resolve tickets in queue to closure based on defined SLAs/SLOs.
Diagnose and troubleshoots end-user desktop issues and provides appropriate solutions. Follow-up with end users to provide status updates meeting expected service level targets. Track metrics necessary to ensure objective reporting of actual performance against support SLAs.
Work independently and with minimal supervision. Be responsive, reliable, and able to prioritize tasks efficiently. Adhere to NCEI change, configuration, and security guidelines. Support standard and ad-hoc security update requests.
Required Skills: Minimum Years of Overall Experience: 2 Minimum Years of Specific Experience in Field: 2 Excellent problem-solving skills and broad understanding of relationships between hardware and applications.
Professional attitude, strong work ethic, and proven ability to follow through on open issues and handle multiple priorities in a fast-paced environment with dynamic priorities.
Ensure a high customer satisfaction (CS) and positive customer experience (CX). Team player, responsive and self-managed.
Extensive support of MS Windows-based laptops, desktops, and servers; Microsoft Active Directory.
Ability speak about and explain complex concepts, as well as the ability to provide recommendations for the needs of the client. Desired Skills: Experience with International Business Machines (IBM) Endpoint Management (Bigfix), WSUS (Windows Server Update Services), and System Center Configuration Manager (SCCM). Experience supporting Apple mac hardware and software.
Experience supporting major Linux distributions (RHEL, CentOS, etc.). Experience using ITSM Ticketing tools (e.g. Atlassian Jira or similar ticketing systems to manage and track incidents). Basic knowledge of ITIL, Service Desk metrics/SLAs, and mobile device support. Required Certification(s): None Desired Certification(s): CompTIA Certificate (A+, Network +, Server+, or Security+) HDI Certificate (Customer Service Representative (HDI-CSR), Support Center Analyst (HDI-SCA), or HDI Desktop Advanced Support Technician (HDI-DAST Required Education: Education Requirement with specific field of study: Bachelor's Degree in Computer Science, MIS, Business or Related Technical Field Alpha Omega Integration, LLC (Alpha Omega) is committed to the development of a creative, diverse, and inclusive work environment. In accordance with the law and our organizational values, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, Veteran Status, or any other characteristic protected by law (referred to as "protected status)". Final hiring decisions at Alpha Omega will be based on merit, qualifications, and abilities. Black, Indigenous, and People of Color (BIPOC), LGBTQIA, women, people over 40, and differently-abled folks are strongly encouraged to apply.