Tier 1 Help Desk Specialist

24 Mar 2024

Vacancy expired!

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 1 Help Desk Specialist

Work Location: Washington, DC (On-Site 5 days a week required)

Clearance Required: US Citizen, Secret Clearance

A Tier 1 Help Desk Specialist is responsible for providing Desktop Support Services to Department of State consolidated Bureaus. Specifically, this consists 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.

Duties and Responsibilities:
  • Performs 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 delivery 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 application (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

Desired Skills or Experience:
  • 1-3 years of related experience
  • Strong customer service and communication skills (both written and verbal)
  • Excellent interpersonal skills, especially ability to listen and understand what is being described
  • Working knowledge of ServiceNow ticketing system; creating, updating, and closing tickets.
  • Experience providing Tiers 1 technical support with hardware and software.
  • Excellent attention to detail.
  • Strong working knowledge of computer terms.
  • Customer service operations experience.

Education and Clearance:
  • Bachelor's degree or equivalent work experience
  • Must be US Citizen and clearable; Secret clearance (or higher) a plus
  • One or more industry standard certifications- A+, Security+, Network+; etc preferred

Physical Requirements:
  • Ability to lift and move 30 lbs. of equipment
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