Help Desk Manager – Windows Server & IT Operations

Alpha Omega; Washington (District of Columbia); Hybrid; USD 93,000 - 135,000; Full time

Benefits offered by this job

15 days PTO including paid parental, 0

11 federal holidays

Health and Dental Insurance

Life Insurance

401(k) with employer match

FSA/DFSA/HSA

Tuition & Professional Development Re

Job summary

Alpha Omega is seeking a Help Desk Manager with strong Windows Server administration and ServiceNow experience to lead IT support and infrastructure tasks in a hybrid Washington, DC environment.

The role requires ensuring systems are patched, securely configured, and operational, with responsibilities spanning server migrations, backup testing, and ongoing performance tuning. Strong communication and after-hours availability are essential.

Qualifications

• 4 years of overall IT experience.
• Experience with ServiceNow incidents and reports.
• Eagerness to install, configure, and troubleshoot Windows Server 2016, 2019, 2022.
• Due to one-one interaction with users, exceptional communication skills, desk-side manners, positive demeanor and appearance are key requirements.
• Strong organization and time management, problem solving, troubleshooting, and communication skills are required.
• Analytical thinking skills required; must be able to think outside the box.
• Basic Understanding of Microsoft Server platforms and technologies including Windows Server, IIS Web Server, Active Directory, Group Policy administration, user and group management, service account management.
• Experienced in managing and administering systems update and patching in an enterpriseenvironment
• Able to work after hours asneeded.

Responsibilities

• First point of contact for trouble tickets and requests.
• Respond to telephone calls, email, and personal requests for technical support.
• Respond to trouble tickets, execute low level tasks such as permission assignments, escalated complex issues to Operations team; work with Operations personnel to resolve issues.
• Provide technical support for the daily business functions of internal customers
• Walk customer through problem-solvingprocess
• Follow up with customers to ensure issue has beenresolved
• Update helpdesk guide and SOPs and maintain server documentation library.
• Ensure that systems and their applications are at current release levels, patched, securely configured, and operational
• Address vulnerabilities and other security issues on Windows servers
• Apply OS patches and upgrades on a regular basis, and upgrade administrative tools andutilities
• Identify sources of software problems and take appropriate corrective actions including escalating through tiered support as appropriate
• Resolve technical problems withWindows systems with vendor support
• Participate in server migration to most current Windows OS
• Install new/rebuild existing serversand configure virtual hardware, services, settings,directories, storage, etc. in accordance with standards and project/operationalrequirements
• Maintain an inventory of all supported applications, services and systems
• Conduct periodic inventory tracking for new and used software and servers
• Develop and maintain installation and configurationprocedures
• Perform account management activities for system administratorssuch as unlocking accounts, managing group membership
• Coordinate,daily backup operations, ensuring all required file systems and system data are successfully backed up and restores are tested
• Add, remove, and maintain user accounts, groups, and other functions in activedirectory
• Add, remove, and maintain network fileinfrastructures
• Create and implement GPOs, PowerShell scripts, and registryedits
• Perform ongoing performance tuning, hardware upgrades, and resource optimization asrequired
• Maintain daily performance of computersystems
• Configure Windows and third-party services asnecessary

Skills

Windows Server

ServiceNow

Communication skills

Patch management

Active Directory

PowerShell

Server migrations

Backup & recovery

Troubleshooting

Security

Education

Associates Degree

Tools

IIS Web Server

Active Directory

Group Policy

PowerShell scripting

Job description

Alpha Omega is seeking a Help Desk Manager with strong Windows Server administration and ServiceNow experience to lead IT support and infrastructure tasks in a hybrid Washington, DC environment.

The role requires ensuring systems are patched, securely configured, and operational, with responsibilities spanning server migrations, backup testing, and ongoing performance tuning. Strong communication and after-hours availability are essential.