Alpha Omega Integration, LLC., a Virginia Business Best Places to work for 2012-2020, along with recognition such as the Virginia Chamber of Commerce Fantastic 50, Inc. 5000 #143, Washington Technology Fast 50 #11, and the Vanguard Top Service Company Award is actively seeking passionate leaders to join our team, support our nation’s government agencies, and make a difference!

Why Us?

We foster a culture that values hard work and integrity. We are constantly awarding those who are self-starters, trustworthy and have a good work ethic. If you like working with the latest in IT solutions and are looking to join an organization that is consistently voted one of the best in which to work, then check out your next career opportunity below!

We are actively seeking team members who enjoy meeting challenges with a smile. We offer a fast-paced, growing environment that takes care of the overall development of our employees. Alpha Omega has an exciting opportunity for you to be part of a team where you’ll have the opportunity to make a difference.

Job Title: Tier 2 Help Desk
Work Location: Washington, DC
Clearance Required: US Citizen, Secret Clearance

A DSS Systems Administrator 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 systems administrative, 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:

• 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 and 2 technical support with hardware and software.
• Excellent attention to detail.
• Strong working knowledge of computer terms.
• Customer service operations experience.
• 3-5 years of related 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.

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 order to provide equal employment and advancement opportunities to all individuals, employment decisions at Alpha Omega will be based on merit, qualifications, and abilities. Alpha Omega does not discriminate against any person because of race, color, creed, religion, sex, sexual orientation, gender identity, national origin, disability, age, IWDs, Veteran Status or any other characteristic protected by law (referred to as "protected status).”

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)