Help Desk Specialist

• Provide phone, email, web, and in-person support to users in the areas of e-mail, directories, computer operating systems, desktop applications for all types of computer systems, and applications developed or deployed under this contract.
• Serve as the first point of contact for troubleshooting hardware/software, all types of computer systems (PC and Mac), and printer problems; escalate complex technical problems to appropriate support teams when necessary.
• Maintain accurate records of reported issues and resolutions utilizing ServiceNow for ticket documentation and management.
• Provide timely IT support during core business hours, ensuring availability and responsiveness within the specified timeframe.
• Adhere to NIDCD standards and practices, ensuring support levels meet or exceed the required service desk technician to staff ratio.
• Follow specific support procedures for managing requests based on their assigned criticality, ensuring compliance with NIDCDs operational standards.
• Foster team cohesion, ensuring effective communication and collaboration within the distributed facility IT support environment.
• Participate actively in team meetings, sharing information and updates on current support tasks.
• Ensure excellent customer service and communication throughout the support process.

Experience/Skills:

• 1+ years of experience
• Experience providing technical support in a multi-platform environment (PC and Mac).
• Strong knowledge of computer operating systems, desktop applications, email systems, and printers.
• Excellent problem-solving skills and the ability to troubleshoot hardware and software issues.
• Strong communication and customer service skills.
• Ability to work independently and manage multiple support requests efficiently.

Required Certifications:

• Must have one or more of the following:
• MCSA: Microsoft Certified Solutions Associate
• MSCE: Microsoft Certified Solutions Expert
• Apple Certified Support Professional
• JAMF Certified Tech (current or current -1 version)
• (ISC) 2 Systems Security Certified Professional (SSCP), * Experience providing technical support in a multi-platform environment (PC and Mac).
• Strong knowledge of computer operating systems, desktop applications, email systems, and printers.
• Requires technical computer and customer service skills.
• The Helpdesk Specialist shall have a Level 5 (NACIC) security clearance or obtain a Level 5 (NACIC) security clearance within six (6) months of contract award.
• It is preferred that the Helpdesk Specialist has at minimum, a Foundation Certificate in IT Service Management (ITIL) v3.

The likely salary range for this position is $43,000- $60,000. 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., 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.

Alpha Omega is an award-winning solutions provider dedicated to delivering mission-enabling technology and strategic solutions for our customers. Since our founding in 2016, we have grown to over 700 employees nationwide consisting of former operators, technologists, and strategists who bring decades of government and industry experience. They are united by one purpose: ensuring our nation’s continued global leadership.

We have a unified operating model providing technical capabilities and solutions for customers across two main business units:

• National Security - supporting agencies such as the Department of Homeland Security (DHS), Navy, Air Force, Army, and the Department of State (DOS).
• National Resilience - supporting agencies such as Federal Deposit Insurance Corporation (FDIC), Treasury, Health & Human Services (HHS), National Institutes of Health (NIH), National Oceanic and Atmospheric Administration (NOAA) and the United States Department of Agriculture (USDA)

Through strategic partnerships, intellectual property, and relentless drive for innovation, Alpha Omega is shaping the future of government technology. We are proud to be a Virginia Best Places to Work 8 times, an Inc. 5000 honoree 7 times, and a Washington Post Top Workplaces 4 times. Join us in driving transformation that secures the nation’s future.

Culture and Values:

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 to delivering high-impact solutions. We recognize and reward hard work.

Alpha Omega’s culture is driven by our values and mission. We invest in top talent through mentorship, growth, and meaningful work. We value individuality, reward integrity, and foster a diverse, high-performing team united by purpose-at work, in service, and in the community.

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, or veteran status, or any other protected class.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities 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.

In accordance with federal mandate, Alpha Omega Integration, LLC requires all new employees to be fully vaccinated against COVID-19, except when vaccination is not medically advised or violates your sincerely held religious beliefs. If you are invited to join our team, you must submit proof that you are fully vaccinated against COVID-19, or provide a request for exemption to our HR department. New employees must either provide proof of vaccination or be granted a medical or religious exemption before working with Alpha Omega Integration, LLC.

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, national origin, disability, age, IWDs, Veteran Status or any other characteristic protected by law (referred to as “protected status).”