[Remote] Tier 2 Desktop Technician, Help Desk Support

Note: The job is a remote job and is open to candidates in USA. Alpha Omega is an award-winning Federal IT solutions provider dedicated to delivering mission-enabling technology and strategic solutions. They are seeking a qualified Tier 2 Desktop Technician to support the NOAA client by providing IT desktop support and ensuring optimal operation of computer hardware and software systems. Responsibilities 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 Skills US Citizen; Public Trust (National Agency Check with Inquiries (NACI)) 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. ServiceNow or similar ticketing systems to manage and track incidents) Basic knowledge of ITIL, Service Desk metrics/SLAs, and mobile device support CompTIA Certificate (A+) Benefits 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 Company Overview Alpha Omega delivers mission-focused solutions to ensure our nation’s continued global leadership. It was founded in 2010, and is headquartered in Vienna, Virginia, USA, with a workforce of 501-1000 employees. Its website is