Tier 2 Desktop Support Technician

Job Title

Tier 2 Desktop Technician

Public Trust, US Citizen

Hybrid;
Wallops Island, VA

• Provide friendly customer support and interface daily.
• Serve as 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.
• Successfully 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.
• 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 support of MS Windows 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 ticketing systems).
• Basic knowledge of ITIL, Service Desk metrics/SLAs, and mobile device support.

• CompTIA Certificate (A+)

Salary range: $52,000 - $63,000.

Benefits includes:

• 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 two years of service.
• FSA/DFSA/HSA flexible benefit plans.
• Annual Tuition & Professional Development Reimbursement benefit.

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. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.