Information Technology Support Specialist

Alpha Omega • Silver Spring, MD

1d • $46,000 - $67,000 • Onsite

About The Position

Alpha Omega is searching for an experienced Information Technology Support Specialist to join one of our long-term Federal projects. Alpha Omega is seeking an Information Technology Support Specialist to provide Tier 1 and Tier 2 technical support within a fast-paced enterprise IT environment supporting NCEI-MD operations. This position supports end users with hardware, software, peripherals, equipment inventory, shipping and receiving, workstation setup, and general IT operational support while also assisting with basic Windows system administration duties. The ideal candidate will possess strong troubleshooting skills, excellent customer service abilities, and experience supporting enterprise desktop environments.

Requirements

• 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 communication skills with the ability to explain technical concepts to users and customers.
• Ability to follow through on open issues and handle multiple priorities in a fast-paced environment.
• Experience supporting Microsoft Windows operating systems and enterprise desktop environments.
• Familiarity with Active Directory, Microsoft Office / Microsoft 365, desktop imaging, and hardware troubleshooting.
• Experience with IT inventory management and asset tracking.
• Ability to lift and move IT equipment up to 50 lbs.

Nice To Haves

• Experience supporting Windows 10 and Windows 11 environments.
• Experience supporting conference room technologies and collaboration tools.
• Experience using ITSM ticketing tools such as Atlassian Jira or similar platforms.
• Basic knowledge of ITIL, Service Desk metrics/SLAs, and mobile device support.
• Experience working in enterprise or government IT environments.

Responsibilities

• Provide Tier 1 and Tier 2 technical support for desktop systems, laptops, mobile devices, printers, and peripheral equipment.
• Install, configure, image, deploy, and maintain Windows-based workstations and associated equipment.
• Perform basic Windows administration tasks including user account support, password resets, group membership management, and Active Directory administration.
• Respond to requests for technical assistance via phone, e-mail, in person, or the NCEI Jira ticketing application.
• Support walk-up requests from NCEI employees when it is 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.
• Diagnosing and troubleshoot end-user workstation issues and provide appropriate solutions.
• Follow-up with end users to provide status updates meeting expected service level targets.
• Manage and maintain accountability for all physical Government-owned IT property and associated assets.
• Coordinate onboarding and offboarding logistics for arriving and departing NCEI employees, including workstation setup, equipment issuance, and equipment recovery.
• Manage conference room technology and configurations in coordination with Admin LAN staff.
• Administer and maintain inventories of physical IT peripherals and user equipment, ensuring appropriate stock levels are maintained at all times within the MD location.
• Manage, monitor, deploy, track, and recover YubiKeys and associated authentication devices for users throughout their lifecycle.
• Coordinate shipping, receiving, tracking, and disposition of IT assets.
• Configure and establish desk setups and workstation configurations to support operational and user requirements.
• Coordinate office equipment moves, workstation reconfigurations, and physical IT support activities as needed.
• Escalate service requests in accordance with established procedures and document escalation or resolution as appropriate.
• Address assigned incidents and problems in a timely manner, consistent with applicable SLAs and established protocols.
• Work independently and with minimal supervision.
• Adhere to NCEI change, configuration, and security guidelines.

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