[Remote] Tier 2 Desktop Technician, Help Desk Support

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/. Apply To This Job Apply To This Job