Desktop Support Services Technician

Job Title: Desktop Support Services Technician
Work 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 Secret

Project 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.

Key Responsibilities:

• Performs systems administration, troubleshooting, and operational duties on computer systems in response to user ticket and outages
• Support and maintain COTS and custom designed applications. Tasks include installation, configuration, and troubleshooting
• Analyze, evaluate, and test software and hardware in response to issues identified by customer
• Support in the planning, installation, security and breakdown in support of standing up new facilities and standing down retired facilities
• Mitigate identified security issues
• Research 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 activities
• Act to coordinate activities across support agencies to deliver support service to customer. Manage and track escalations to ensure timely resolution of customer issues
• Contribute to identifying improvements in the support of hardware, software, or infrastructure related services
• Work to meet program service level agreements (SLA's) to resolve customer issues
• Provide one-on-one and small group training in the use of applications (COTS & GOTS) and devices to new users and IT Mart visitors
• Install, 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 devices
• Conduct diagnostic troubleshooting and repair for microcomputer devices
• Install hardware and software application on a myriad of computer devices

Required Qualifications:

• Education:
  
  
  
  • Associate degree or equivalent experience
  
  
  
  
• Experience/Skills:
  
  
  
  • 3-5 years desktop support services experience
  • Strong customer service and communication skills (both written and verbal)
  • Excellent interpersonal skills, especially ability to listen and understand what is being described
  • Ability to lift and move 30 lbs. of equipment
  
  
  
  

Preferred Qualifications:

• Working knowledge of ServiceNow ticketing system; creating, updating, and closing tickets
• Experience providing Tiers 1 and 2 technical support with hardware and software
• Excellent attention to detail
• Strong working knowledge of computer terms
• Customer service operations experience
• 5 years of related experience

Preferred Certifications:

• A+, Security+, Network+, etc.

Salary and Benefit Information:

The likely salary range for this position is $42,000 - $70,000. 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, geographic location, education and certifications as well as contract provisions regarding labor categories that are specific to the position and could fall outside of this range.

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.

Application Deadline: We accept applications for this position on an ongoing basis

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.

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