Note: The job is a remote job and is open to candidates in USA. Alpha Omega is an award-winning Federal IT solutions provider dedicated to delivering mission-enabling technology and strategic solutions. They are seeking a qualified Tier 2 Desktop Technician to support the NOAA client by providing IT desktop support and ensuring optimal operation of computer hardware and software systems.

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

Skills

• US Citizen; Public Trust (National Agency Check with Inquiries (NACI))
• 1+ 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)
• 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+)

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

Company Overview

• Alpha Omega delivers mission-focused solutions to ensure our nation’s continued global leadership. It was founded in 2010, and is headquartered in Vienna, Virginia, USA, with a workforce of 501-1000 employees. Its website is http://www.alphaomegaintegration.com/.

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