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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. Beyond peer-to-peer recognition, awarded employees also receive a $250 bonus in their paychecks. Each quarter, the H.E.A.R.T. award commitment will identify one exceptional employee to receive the $10,000 H.E.A.R.T. bonus.

Ready to embark on a rewarding, challenging, and fulfilling career in the Federal IT Solutions space?

Come grow with us!

Job Title: Tier 2 Desktop Technician
Work Location: Suitland, MD (Hybrid – Onsite in Silver Spring 2-3 days a week required, based on workload and Remote)
Clearance Required: US Citizen; Public Trust (National Agency Check with Inquiries (NACI))

Position Description/Scope of Work:

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 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.

Responsibilities:

• Provide friendly customer support and interface on a daily basis.
• 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 10 OS
• Diagnoses and troubleshoots end user desktop issues and provides 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.
• Support standard and ad-hoc security update requests.

Required Skills:

• Minimum Years of Overall Experience: 2
• Minimum Years of Specific Experience in Field: 2
• 2+ experience working in an IT Service Desk or Tier II environment
• Highly responsive to customer needs
• Ability 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.

Desired Skills:

• Experience with International Business Machines (IBM) Endpoint Management (Bigfix), WSUS (Windows Server Update Services), and System Center Configuration Manager (SCCM).
• Experience support for macOS and major Linux distributions (RHEL, CentOS, etc.).
• 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+, Network +, or Security+)
• HDI Certificate (Customer Service Representative (HDI-CSR), Support Center Analyst (HDI-SCA), or HDI Desktop Advanced Support Technician (HDI-DAST))

Required Education:

• Education Requirement with specific field of study: None, but Bachelor’s Degree in Computer Science, MIS, Business or Related Technical Field desired.

Travel Required:

• Travel Required (list percentage and location): 0-10%
• Telecommute Options (if available, please specify number of days per week): TBD

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.

#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)