Help Desk Manager

Alpha Omega • Washington, DC

22h • Hybrid

About The Position

Alpha Omega is seeking a highly motivated, customer-oriented, dual-role Helpdesk Manager with infrastructure and Systems Administrator experience to join our team. The selected candidate will be responsible for all aspects of windows server administration to include version upgrades, migrations, and application and server patching. May develop, run tests on, implement, and/or maintain operating system and related software. This individual troubleshoots and/or resolves software, operating system, and networking problems. Schedules, performs, or monitors system backups or, when necessary, perform data recoveries. This candidate will also perform light duty ServiceNow incident management. This is a hybrid position, meaning the candidate will work remotely and must be on-site when requested by the customer and/or dictated by work requirements.

Requirements

• 4 years of overall IT experience
• Experience with ServiceNow Incidents and Reports
• Eagerness to learn to install, configure, and troubleshoot Windows Server 2016, 2019, 2022
• Due to one-one interaction with users, exceptional communication skills, desk-side manners, positive demeanor and appearance are key requirements.
• Strong organization and time management, problem solving, troubleshooting, and communication skills are required.
• Analytical thinking skills required; must be able to think outside the box.
• Basic Understanding of Microsoft Server platforms and technologies including Windows Server, IIS Web Server, Active Directory, Group Policy administration, user and group management, service account management.
• Experienced in managing and administering systems update and patching in an enterprise environment
• Able to work after hours as needed.

Nice To Haves

• Experience with Microsoft Server platforms and technologies
• Knowledge of installing Windows updates on servers
• PowerShell scripting skills

Responsibilities

• First point of contact for trouble tickets and requests.
• Respond to telephone calls, email, and personal requests for technical support.
• Respond to trouble tickets, execute low level tasks such as permission assignments, escalate complex issues to Operations team; work with Operations personnel to resolve issues.
• Provide technical support for the daily business functions of internal customers
• Walk customer through problem-solving process
• Follow up with customers to ensure issue has been resolved
• Update helpdesk guide and SOPs and maintain server documentation library.
• Ensure that systems and their applications are at current release levels, patched, securely configured, and operational
• Address vulnerabilities and other security issues on Windows servers
• Apply OS patches and upgrades on a regular basis, and upgrade administrative tools and utilities
• Identify sources of software problems and take appropriate corrective actions including escalating through tiered support as appropriate
• Resolve technical problems with Windows systems with vendor support
• Participate in server migration to most current Windows OS
• Install new/rebuild existing servers and configure virtual hardware, services, settings, directories, storage, etc. in accordance with standards and project/operational requirements
• Maintain an inventory of all supported applications, services and systems
• Conduct periodic inventory tracking for new and used software and servers
• Develop and maintain installation and configuration procedures
• Perform account management activities for system administrators such as unlocking accounts, managing group membership
• Coordinate, daily backup operations, ensuring all required file systems and system data are successfully backed up and restores are tested
• Add, remove, and maintain user accounts, groups, and other functions in active directory
• Add, remove, and maintain network file infrastructures
• Create and implement GPOs, PowerShell scripts, and registry edits
• Perform ongoing performance tuning, hardware upgrades, and resource optimization as required
• Maintain daily performance of computer systems
• Configure Windows and third-party services as necessary

Benefits

• 15 days PTO including paid parental, military, and bereavement leave
• Eleven (11) paid Federal holidays, five of which are floating holidays (as designated by the company’s holiday schedule each year)
• Health and Dental Insurance (including 100% employer paid premiums for employee coverage under the HDHP health plan)
• Life Insurance, STD/LTD term disability coverage, with employer paid premiums
• 401 (k) plan with a match that is 100% vested after you complete two years of service
• FSA/DFSA/HSA flexible benefit plans
• Annual Tuition & Professional Development Reimbursement benefit.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree