Help Desk Specialist - Multi-Platform IT Support

Alpha Omega Integration; Vienna (VA); On-site; USD 43,000 - 60,000; Full time

Benefits offered by this job

PTO including paid parental, military,

Bereavement leave

11 Federal holidays; floating holidays

Health and Dental Insurance

Life Insurance

401(k) plan with company match

FSA/DFSA/HSA

Tuition & Professional Development Re

Job summary

Alpha Omega Integration in Rockville, MD is seeking a Help Desk Specialist to support NIH NIDCD IT Services onsite. The role covers support for multiple applications and hardware, including printers and network connections.

The position requires 1+ years of experience in a multi‑platform environment, strong OS/app/printer knowledge, and excellent problem solving and customer service skills. Certifications such as MCSA, MCSE, Apple Certified Support Professional, JAMF, or SSCP are preferred, with

Qualifications

• 1+ years of experience in technical support.
• Experience providing support in a multi‑platform (PC/Mac) environment.
• Strong knowledge of OS, desktop apps, email systems, and printers.
• Excellent problem solving and customer service skills.
• Ability to manage multiple requests independently.

Responsibilities

• Provide phone, email, web, and in‑person support for users on email, directories, OS, desktop apps, and contract applications.
• Act as first point of contact for hardware/software issues; escalate complex problems when needed.
• Maintain accurate incident records using ServiceNow for ticketing and management.
• Provide timely IT support during core business hours with responsiveness within required timeframes.
• Follow NIDCD standards and ensure service desk staffing ratios are met.
• Adhere to procedures for requests based on priority and compliance.
• Foster team communication and collaboration across the distributed IT support environment.
• Participate in team meetings and share updates on support tasks.
• Ensure excellent customer service and clear communication throughout the support process.

Skills

Multiplatform support (PC & Mac)

Operating systems knowledge

Printer troubleshooting

Customer service

Independent work

Strong communication

Tools

ServiceNow

Job description

Alpha Omega Integration in Rockville, MD is seeking a Help Desk Specialist to support NIH NIDCD IT Services onsite. The role covers support for multiple applications and hardware, including printers and network connections.

The position requires 1+ years of experience in a multi‑platform environment, strong OS/app/printer knowledge, and excellent problem solving and customer service skills. Certifications such as MCSA, MCSE, Apple Certified Support Professional, JAMF, or SSCP are preferred, with