Tier 2 Desktop Technician

Job Title: Tier 2 Desktop Technician
Work Location: Asheville, NC (full-time onsite; situational telework only)
Clearance Required: US Citizen; Public Trust (National Agency Check with Inquiries (NACI))

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 troubleshoot end-user workstation issues and provide appropriate solutions.
• Diagnose and troubleshoot servers and RAID array physical component issues.
• Follow-up with end users to provide status updates meeting expected service level targets.
• Install and maintain wiring in the data center environment (Copper & Fiber).
• 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:

• 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 Qualifications: NA

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))

Salary and Benefit Information:

The likely salary range for this position is $39,603- $45,000. 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: July 25,2025

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.

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