Tier 2 Desktop Technician

Job Title: Tier 2 Desktop Technician
Clearance Required: Public Trust
Work Location: Asheville, NC (full-time onsite; situational telework only)

Alpha Omega is looking for a Tier 2 Desktop Technician to support end-users at NOAA's National Centers for Environmental Information (NCEI) in Asheville, NC, under the NCEI IT Support Services (NCEI ITSS) contract. The Tier 2 Desktop Technician will be responsible for IT desktop support to almost 300 users in Asheville. 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 NCEI, NESDIS, NOAA, and Department of Commerce protocols.

Key Responsibilities:

• Respond to requests for technical assistance via phone, e-mail, or the NCEI Jira ticketing application
• Support walk-up requests from NCEI employees when it's not feasible for the employee to submit a support request
• Provide incident and problem management for all issues reported by creating, updating, and managing requests
• Escalate service requests in accordance with the processes and procedures maintained in the knowledgebase and documenting the escalation or resolution as appropriate
• Successfully resolve tickets in queue to closure based on defined SLAs/SLOs
• Diagnose and troubleshoots end-user desktop issues and provides appropriate solutions
• Follow-up with end users to provide status updates meeting expected service level targets
• Track metrics necessary to ensure objective reporting of actual performance against support SLAs
• Work independently and with minimal supervision
• Be responsive, reliable, and able to prioritize tasks efficiently
• Adhere to NCEI change, configuration, and security guidelines
• Support standard and ad-hoc security update requests

Required Qualifications:

• Education:

• Education Requirement with specific field of study: Bachelor's Degree in Computer Science, MIS, Business or Related Technical Field

• Experience/Skills:




• Minimum Years of Overall Experience: 2
• Minimum Years of Specific Experience in Field: 2
• Excellent problem-solving skills and broad understanding of relationships between hardware and applications
• Professional attitude, strong work ethic, and proven ability to follow through on open issues and handle multiple priorities in a fast-paced environment with dynamic priorities
• Ensure a high customer satisfaction (CS) and positive customer experience (CX).
• Team player, responsive and self-managed
• Extensive support of MS Windows-based laptops, desktops, and servers
• Ability speak about and explain complex concepts, as well as the ability to provide recommendations for the needs of the client

Preferred Qualifications:

• Experience supporting Windows devices (7,10,11)
• Experience supporting Apple mac hardware and software
• Experience supporting major Linux distributions (RHEL, CentOS, etc.)
• Experience using ITSM Ticketing tools (e.g. Atlassian Jira or similar ticketing systems to manage and track incidents)
• Basic knowledge of ITIL, Service Desk metrics/SLAs, and mobile device support

Preferred Certification(s):

• CompTIA Certificate (A+, Network +, Server+, or Security+)
• HDI Certificate (Customer Service Representative (HDI-CSR), Support Center Analyst (HDI-SCA), or HDI Desktop Advanced Support Technician (HDI-DAST))

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.