Asset Manager and Desktop Support

Alpha Omega Integration • Silver Spring, MD

5d • Hybrid

About The Position

Alpha Omega is looking for a Tier 2 Desktop Technician / Asset Manager to join our team to support one of our government customers. Tier 2 Desktop Technician will be responsible for IT desktop support and Asset Management for our NOAA client in Silver Spring, MD. The Tier 2 Technician/Asset Manager has a mix of technical and customer service skills, and exhibits a passion for technology and helping people. Through analysis, repair, and maintenance, the candidate ensures that local and network computer hardware, software, systems, and related peripheral equipment are operating optimally. Asset Manager - The position also requires tracking all GFE (Government Furnished Equipment) that have a specific barcode input into the NOAA tracking system called Sunflower. The person will be responsible for distributing equipment and receiving returned equipment. The candidate addresses assigned incidents and problems in a timely manner, consistent with applicable SLAs and established NESDIS, NOAA, and Department of Commerce protocols.

Requirements

• 2+ experience working in an IT Service Desk or Tier II environment
• Highly responsive to customer needs
• Ability speak about and explain complex concepts, as well as the ability to provide recommendations for the needs of the client.
• Extensive support of MS Windows-based laptops, desktops, and servers; Microsoft Active Directory
• Ensure a high customer satisfaction (CS) and positive customer experience (CX).
• Team player, responsive and self-managed.

Nice To Haves

• Experience support for MacOS
• Experience using ITSM Ticketing tools (e.g. ServiceNow or similar ticketing systems to manage and track incidents).
• Basic knowledge of ITIL, Service Desk metrics/SLAs, and mobile device support.
• CompTIA Certificate (A+, Network +, or Security+)

Responsibilities

• Provides on-site support to end users on a variety of issues.
• Responds to tickets and questions escalated from Tier I Call Center.
• Successfully resolve tickets in queue to closure.
• Image laptops and desktop computers with NOAA/NESDIS Windows 11 OS
• Diagnoses and troubleshoots end user desktop issues and provide appropriate solutions.
• Follow-up with end users to provide status updates meeting expected service level targets (SLAs).
• Work independently and with minimal supervision.
• Be responsive, reliable and able to prioritize tasks efficiently.
• Adhere to NOAA 5006 change, configuration, and security guidelines.
• Responsible for receiving all barcoded equipment for either surplus or return to inventory
• Responsible for applying NOAA provided barcode stickers to all new equipment and input information into Sunflower Asset Tracking System
• Once a year assist with a “100% touch” verification of NOAA equipment listed in inventory
• Provide friendly customer support and interface on a daily basis.

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