Tier 2 Desktop Technician

Alpha Omega Integration • Suitland, MD

13d • $46,000 - $54,000 • Onsite

About The Position

Alpha Omega is seeking a qualified Tier 2 Desktop Technician to support the NESDIS Integrated Information Services-II (NIIS-II) contract who will be responsible for IT desktop support for our NOAA client in Suitland, MD. The Tier 2 Technician has a mix of 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 NESDIS, NOAA, and Department of Commerce protocols.

Requirements

• 2+ experience working in an IT Service Desk
• Highly responsive to customer needs
• Knowledgeable support of MS Windows 10/11 based laptops, desktops and Microsoft Active Directory
• Ensure a high level of customer satisfaction (CS) and positive customer experience (CX)

Nice To Haves

• Experience with VPN’s
• 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+)

Responsibilities

• Provide friendly customer support and interface daily.
• Serve as the onsite support for all technical issues.
• 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 provides appropriate solutions.
• Vulnerability and Patching remediation
• 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.
• Support standard and ad-hoc security update requests.

Benefits

• 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: No Education Listed