Desktop Support Services Technician

Alpha Omega Integration LLC is an award-winning Federal IT Solutions provider. Since its inception in September 2016, we have grown from a start-up to a $100m/year business. Alpha Omega's growth stems from our mission focus: to make the US Government the best in the world. We achieve that via advanced capabilities in the areas of Design & Product Management, DevSecOps & Cloud Engineering, Intelligent Automation, and Cybersecurity.Our consistent growth has fostered a series of accolades including Inc. 5000 and Washington Technology's Fast 50 awards for five consecutive years, Virginia Business Best Places to Work ten years in a row, and Maryland Technology Council's 2022 Government Contract of the Year over $50 Million Dollars award, to name a few. We are seeking passionate federal IT professionals to join our team.Come support our nation's government agencies and make a difference! Why Us?We have H.E.A.R.T.! Alpha Omega's Core Values - (H) harmony, (E) engagement, (A) accountability, (R) resourcefulness, and (T) tenacity- collectively are an acrostic reminder of the values that guide the work we do.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. Ready to embark on a rewarding, challenging, and fulfilling career in the Federal IT Solutions space? Come grow with us!Job Title: Desktop Support Services TechnicianWork Location: Washington, D.C and the immediate DC area (Northern VA) (100% onsite required)Work Hours: 8.5-hour workday with core hours from 8am -4:30pm (with lunch break)Clearance Required: US Citizen, Active SecretProject Overview:A DSS Technician is responsible for providing Desktop Support Services to Department of State consolidated Bureaus. Duties consist of managing the allocation, workflow, and resolution of all Service Now service request tickets submitted by customers and pertaining to ClassNet and OpenNet workstations & laptops, operating system support, applications and software, monitors, network printers, digital senders, and other peripheral devices within the Department of State consolidated Bureaus.Duties and Responsibilities:Performs systems administration, troubleshooting, and operational duties on computer systems in response to user ticket and outagesSupport and maintain COTS and custom designed applications. Tasks include installation, configuration, and troubleshootingAnalyze, evaluate, and test software and hardware in response to issues identified by customerSupport in the planning, installation, security and breakdown in support of standing up new facilities and standing down retired facilitiesMitigate identified security issuesResearch and troubleshoot identified issues. Document ticket.Ensure all appropriate steps are taken to investigate and troubleshoot issue. Escalate fully documented ticket if issue cannot be resolved.Prepare and maintain activity and progress reports regarding support activitiesAct to coordinate activities across support agencies to deliver support service to customer.Manage and track escalations to ensure timely resolution of customer issuesContribute to identifying improvements in the support of hardware, software, or infrastructure related servicesWork to meet program service level agreements (SLA's) to resolve customer issuesProvide one-on-one and small group training in the use of applications (COTS & GOTS) and devices to new users and IT Mart visitorsInstall, configure, and troubleshoot microcomputer hardware and software systems, to include servers.Install, configure, and troubleshoot peripheral devices such as card readers, cameras, headsets, scanners, printers, smartcard readers & other devices supported peripheral devicesConduct diagnostic troubleshooting and repair for microcomputer devicesInstall hardware and software application on a myriad of computer devicesBasic Requirements:3-5 years desktop support services experienceStrong customer service and communication skills (both written and verbal)Excellent interpersonal skills, especially ability to listen and understand what is being describedDesired Skills or Experience:Working knowledge of ServiceNow ticketing system; creating, updating, and closing ticketsExperience providing Tiers 1 and 2 technical support with hardware and softwareExcellent attention to detailStrong working knowledge of computer termsCustomer service operations experience5 years of related experiencePhysical Requirements:Ability to lift and move 30 lbs. of equipment Education: Associate degree or equivalent experiencePreferred Certifications:A+, Security+, Network+, etc.Alpha Omega Integration, LLC (Alpha Omega) is committed to the development of a creative, diverse, and inclusive work environment.In accordance with the law and our organizational values, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, Veteran Status, or any other characteristic protected by law (referred to as "protected status)".Final hiring decisions at Alpha Omega will be based on merit, qualifications, and abilities.Black, Indigenous, and People of Color (BIPOC), LGBTQIA, women, people over 40, and differently-abled folks are strongly encouraged to apply.#diceEqual Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThe 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)