[Remote] Tier 2 Desktop Technician, Help Desk Support
Note: The job is a remote job and is open to candidates in USA. Alpha Omega is an award-winning Federal IT solutions provider dedicated to delivering mission-enabling technology and strategic solutions. They are seeking a qualified Tier 2 Desktop Technician to support the NOAA client by providing IT desktop support and ensuring optimal operation of computer hardware and software systems.
Responsibilities
- Provide friendly customer support and interface daily
- 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 11 OS
- Diagnoses and troubleshoots end user desktop issues and provides appropriate solutions
- Vulnerability and Patching remediation
- 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
Skills
- US Citizen; Public Trust (National Agency Check with Inquiries (NACI))
- 1+ experience working in an IT Service Desk
- Highly responsive to customer needs
- Knowledgeable support of MS Windows 10/11 based laptops, desktops and Microsoft Active Directory
- Ensure a high level of customer satisfaction (CS) and positive customer experience (CX)
- Experience with VPN's
- 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
- CompTIA Certificate (A+)
Benefits
- 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
Company Overview