Desktop Technician

Description Job Title: Asset Manager & Desktop Technician Clearance Required: Public Trust Work Location: Hybrid; onsite in Silver Spring plus telework Tier 2 Desktop Support - We are looking for a Tier 2 Desktop Technician to support the NESDIS Integrated Information Services-II (NIIS-II) contract who will be responsible for IT desktop support and Asset Management for our NOAA client in Silver Spring, MD. The Tier 2 Technician/Asset Manager has a mix of technical and customer service skills, and exhibits a passion for technology and helping people. Through analysis, repair, and maintenance, the candidate ensures that local and network computer hardware, software, systems, and related peripheral equipment are operating optimally. Asset Manager - The position also requires tracking all GFE (Government Furnished Equipment) that have a specific barcode input into the NOAA tracking system called Sunflower. The person will be responsible for distributing equipment and receiving returned equipment. The candidate addresses assigned incidents and problems in a timely manner, consistent with applicable SLAs and established NESDIS, NOAA, and Department of Commerce protocols. Key Responsibilities: 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 provide appropriate solutions 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 Responsible for receiving all barcoded equipment for either surplus or return to inventory Responsible for applying NOAA provided barcode stickers to all new equipment and input information into Sunflower Asset Tracking System Once a year assist with a "100% touch" verification of NOAA equipment listed in inventory Provide friendly customer support and interface on a daily basis Required Qualifications: Experience/Skills: 2 experience working in an IT Service Desk or Tier II environment Highly responsive to customer needs Ability to speak about and explain complex concepts, as well as the ability to provide recommendations for the needs of the client. Extensive support of MS Windows-based laptops, desktops, and servers; Microsoft Active Directory Ensure a high customer satisfaction (CS) and positive customer experience (CX). Team player, responsive and self-managed Preferred Qualifications: Bachelor's Degree in Computer Science, MIS, Business or Related Technical Field desired Experience support for MacOS 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 Preferred Certifications: CompTIA Certificate (A, Network , or Security) Benefit Information: 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: Alpha Omega's Core Values are (H) harmony, (E) engagement, (A) accountability, (R) resourcefulness, and (T) tenacity - collectively they are an acrostic reminder of the values that guide the work we do. We have H.E.A.R.T. We foster a culture that recognizes and rewards hard work. Our H.E.A.R.T. program invites colleagues and managers from across the organization to recognize each other for living out our core values. Spotlighted employees enjoy a detailed nomination about their core-values-aligned actions which are then shared with their manager. Our Company: Alpha Omega is an award-winning Federal IT Solutions provider. Since our inception in 2016, we have grown our revenues to $140 million and our employee population to almost 500 people located across the U.S. At the heart of Alpha Omega's mission lies a comprehensive approach to addressing the most critical domains shaping our world today. Through strategic partnerships and cutting-edge technology, the company is committed to delivering mission-enabling solutions that transcend boundaries and propel progress in key areas. We deliver mission-focused solutions in our domain areas of national security, foreign affairs and climate science leveraging our expertise in cybersecurity, data and AI, and digital modernization. Our consistent growth has fostered a series of accolades including Inc. 5000 and WashingtonTechnology's Fast 50 awards for five consecutive years, Virginia Business Best Places to Work seven years in a row, and USA Today and Washington Post Top Workplaces. Alpha Omega places significant emphasis on bolstering national security efforts in collaboration with key government agencies such as the Department of Homeland Security (DHS). Through our National Security domain, we provide innovative solutions and strategic partnerships, the company is committed to safeguarding America's safety and prosperity. From implementing advanced cybersecurity protocols to strengthening critical infrastructure resilience, Alpha Omega's contributions are instrumental in defending the nation against evolving threats. Furthermore, our dedication extends to protecting the interests of our service members within the Coast Guard, recognizing their integral role in the broader national security framework. This comprehensive approach underscores Alpha Omega's unwavering commitment to ensuring the safety and security of the United States. Climate science is integral to our national security strategy, as it provides crucial insights into environmental threats that can destabilize regions, exacerbate conflicts, and compromise vital resources essential for the safety and stability of our nation. Moreover, Alpha Omega recognizes the urgency of addressing climate change and its far-reaching implications. Through initiatives like the integration of advanced climate modeling within National Oceanic and Atmospheric Administration (NOAA) and supporting agricultural production and conservation efforts within the United States Department of Agriculture (USDA), the company actively contributes to the fight against climate crisis. By leveraging technology to drive sustainability and resilience, Alpha Omega underscores its commitment to preserving our planet for future generations. In addition to its domestic endeavors, our Foreign Affairs domain is deeply engaged in navigating complex foreign affairs and promoting U.S. diplomacy on the global stage. Through collaboration with the U.S. Department of State and other international partners, the company advances national interests while fostering cooperation and mutual understanding. By leveraging technological innovation, Alpha Omega strengthens America's position as a global leader and promotes stability in an increasingly interconnected world. Alpha Omega Integration, LLC (Alpha Omega) is an Equal Opportunity/Affirmative Action 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. We are committed to the development of a creative, diverse, and inclusive work environment. Black, Indigenous, and People of Color (BIPOC), LGBTQIA, women, people over 40, and differently abled individuals are strongly encouraged to apply. LI-Hybrid LI-SR dice Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)