Tier 2 Desktop Technician, Help Desk Support

Job Title:
Tier 2 Desktop Technician

Work Location:
Onsite
- Silver Spring MD

Clearance Required: ;
Public Trust (National Agency Check with Inquiries (NACI))

Alpha Omega is seeking a qualified Tier 2 Desktop Technician to support the NESDIS Integrated Information Services-II (NIIS-II) contract who will be responsible for IT desktop support for our NOAA client in Silver Spring, MD. 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 NESDIS, NOAA, and Department of Commerce protocols.

• 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.

• Education Requirement with specific field of study:
  
  None

• 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. Service Now or similar ticketing systems to manage and track incidents).
• Basic knowledge of ITIL, Service Desk metrics/SLAs, and mobile device support.

• None

• CompTIA Certificate (A+)

The likely salary range for this position is $52,000 – $54,000. 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.

2/27/2026

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.

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…