Tier 2 Desktop Technician

Alpha Omega Integration; Silver Spring (MD); On-site; USD 45,000 - 58,000; Full time

Job summary

An established industry player is seeking a dedicated Tier 2 Desktop Technician to provide top-notch IT support for NOAA clients. This role is perfect for someone passionate about technology and customer service, as you'll ensure optimal performance of hardware and software systems. You'll work independently, tackling various technical issues while adhering to established protocols. Join a vibrant team that values innovation and collaboration, and enjoy a comprehensive benefits package that supports your professional growth and well-being.

Benefits

PTO including paid parental leave

Health and Dental Insurance

401(k) plan with company match

Annual Tuition Reimbursement

Eleven paid Federal holidays

Qualifications

• 1+ years in IT Service Desk with strong customer service.
• Knowledgeable in MS Windows 10/11 and Active Directory.

Responsibilities

• Provide friendly customer support and resolve technical issues.
• Diagnose and troubleshoot end user desktop issues.

Skills

IT Service Desk experience

Customer service skills

MS Windows 10/11 support

Microsoft Active Directory

Troubleshooting skills

Education

None specified

Tools

ITSM Ticketing tools (e.g. ServiceNow)

VPNs

Job description

Description

Job Title: Tier 2 Desktop Technician
Work Location: Onsite- Silver Spring MD
Clearance Required: US Citizen; Public Trust (National Agency Check with Inquiries (NACI))

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 Silver Spring, 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.

Key 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.

Required Qualifications:

Education:

• Education Requirement with specific field of study: None

Experience/Skills:

• 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).

Desired Skills:

• 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.

Required Certification(s):

• None

Desired Certification(s):

• CompTIA Certificate (A+)

Salary and Benefit Information:

The likely salary range for this position is $45,500- $58,000. This is not, however, a guarantee of compensation or salary. There are multiple factors that are considered in determining final pay for a position, including, but not limited to, relevant work experience, skills, certifications and competencies that align to the specified role, education and certifications as well as contract provisions regarding labor categories that are specific to the position and could fall outside of this range.

Application Deadline: June 26,2025

Joining the Alpha Omega team entitles you to participate in all retirement benefits, plans of deferred compensation, health and insurance benefits, and other such benefits as set forth in the company's policy and benefits manuals. See below, to name a few:

• 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

We regularly review our Total Rewards package to ensure our offerings are competitive and reflect what our employees have told us they value most.

Culture and Values:

Guided by our core values-Harmony, Engagement, Accountability, Resourcefulness, and Tenacity (HEART)- we foster a culture of innovation, collaboration, and continuous learning and are committed to delivering high-impact solutions. We recognize and reward hard work.

Through our H.E.A.R.T. Awards Program, colleagues and managers can recognize each other for actions that exemplify these values. Recognized employees receive a detailed nomination highlighting their contributions, which is shared with their manager. Each quarter, select nominees have the opportunity to receive a monetary bonus as an extra thank-you for their impact.

Our Company:

Alpha Omega is an award-winning Federal IT solutions provider dedicated to delivering mission-enabling technology and strategic solutions across the National Security, Federal Financial, Healthcare, and Space & Science domains. Since our founding in 2016, we have grown to over 800 employees nationwide with $230m in revenue. With the January 2025 acquisitions of SeKON and Macro Solutions, we have expanded our capabilities to further support our customers in digital modernization, artificial intelligence, and cybersecurity.

We are committed to supporting our agency partners as they transform their operations, delivering on our purpose to ensure the safety, security, and well-being of future generations:

• National Security - Supporting agencies such as the Department of Homeland Security (DHS) and the Department of State.


• Federal Financial - We bring deep expertise in enterprise financial systems, supporting agencies like the Securities and Exchange Commission (SEC) and the Federal Deposit Insurance Corporation (FDIC).


• Healthcare - Our Health IT capabilities, enhance health outcomes for the warfighter via the Defense Health Agency (DHA) and support public health initiatives at the Centers for Disease Control and Prevention (CDC), National Institutes of Health (NIH), and the Substance Abuse and Mental Health Services Administration (SAMHSA).


• Space & Science - We leverage technology to advance agricultural sustainability, secure our nation's food supply, and prepare for natural disasters, working with the National Oceanic and Atmospheric Administration (NOAA) and the United States Department of Agriculture (USDA).

Through strategic partnerships, intellectual property, and relentless drive for innovation, Alpha Omega is shaping the future of government technology. We are proud to be a Virginia Best Places to Work 8 times, an Inc. 5000 honoree 7 times, and a Washington Post Top Workplaces 4 times. Join us in driving transformation that secures the nation's future.

Alpha Omega Integration, LLC (Alpha Omega) is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status, or any other protected class.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights notice from the Department of Labor.