Tier 2 Desktop Technician

Job Title

Tier 2 Desktop Technician

Public Trust (National Agency Check with Inquiries (NACI))

Onsite;
Suitland, MD

Alpha Omega is seeking a qualified Tier 2 Desktop Technician to support the NESDIS Integrated Information Services-II (NIIS-II) contract. The technician will provide IT desktop support for our NOAA client in Suitland, MD, combining technical expertise with strong customer‑service skills. Through analysis, repair, and maintenance, the Tier 2 Technician ensures that local and network computer hardware, software, systems, and related peripheral equipment operate optimally.

The Technician addresses assigned incidents and problems in a timely manner, consistent with applicable SLAs and NESDIS, NOAA, and Department of Commerce protocols.

• Provide friendly customer support and interface daily.
• Serve as the onsite support for all technical issues.
• Provide on‑site support to end users on a variety of issues.
• Respond to tickets and questions escalated from Tier I Call Center.
• Resolve tickets in queue to closure.
• Image laptops and desktop computers with NOAA/NESDIS Windows 11 OS.
• Diagnose and troubleshoot end‑user desktop issues and provide appropriate solutions.
• Perform 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.

• 2+ years of experience working in an IT Service Desk.
• Highly responsive to customer needs.
• Knowledgeable in supporting 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 VPNs.
• Experience using ITSM ticketing tools (e.g., Service Now or similar).
• Basic knowledge of ITIL, Service Desk metrics/SLAs, and mobile device support.

• CompTIA Certificate (A+).

The likely salary range for this position is $46,000 – $54,000. This is not a guarantee of compensation or salary. Multiple factors are considered when determining final pay, including relevant work experience, skills, certifications, competencies, education, and contract provisions specific to the position.

February 24, 2026

• PTO including paid parental, military, and bereavement leave.
• Eleven (11) paid Federal holidays, five of which are floating holidays.
• 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 completing two years of service.
• FSA/DFSA/HSA flexible benefit plans.
• Annual tuition and professional development reimbursement benefit.

Guided by our core values—Harmony, Engagement, Accountability, Resourcefulness, and Tenacity (HEART)— we foster a culture of innovation, collaboration, and continuous learning. We recognize and reward hard work through the H.E.A.R.T. Awards Program, providing employees with recognition and the opportunity to receive a monetary bonus.

Alpha Omega is an award‑winning federal IT solutions provider dedicated to delivering mission‑enabling technology and strategic solutions across the National Security, Federal Financial, Healthcare, and Space & Science domains. Founded in 2016, we have grown to over 800 employees nationwide with $230 million in revenue. Since the January 2025 acquisitions of SeKON and Macro Solutions, we have expanded our capabilities to support customers in digital modernization, artificial intelligence, and cybersecurity.

Alpha Omega Integration, LLC (Alpha Omega) is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other protected class.