Job Title: Desktop Support Services Technician

Work Location: Washington, D.C and the immediate DC area (Northern VA) (100% onsite required)

Work Hours: 8.5-hour workday with core hours from 8am -4:30pm (with lunch break)

Clearance Required: US Citizen, Active Secret

Project Overview:

A DSS Technician is responsible for providing Desktop Support Services to Department of State consolidated Bureaus. Duties consist of managing the allocation, workflow, and resolution of all Service Now service request tickets submitted by customers and pertaining to ClassNet and OpenNet workstations & laptops, operating system support, applications and software, monitors, network printers, digital senders, and other peripheral devices within the Department of State consolidated Bureaus.

Key Responsibilities:

1. Performs systems administration, troubleshooting, and operational duties on computer systems in response to user ticket and outages.
2. Support and maintain COTS and custom designed applications. Tasks include installation, configuration, and troubleshooting.
3. Analyze, evaluate, and test software and hardware in response to issues identified by customers.
4. Support in the planning, installation, security and breakdown in support of standing up new facilities and standing down retired facilities.
5. Mitigate identified security issues.
6. Research and troubleshoot identified issues. Document ticket. Ensure all appropriate steps are taken to investigate and troubleshoot issue. Escalate fully documented ticket if issue cannot be resolved.
7. Prepare and maintain activity and progress reports regarding support activities.
8. Act to coordinate activities across support agencies to deliver support service to customer. Manage and track escalations to ensure timely resolution of customer issues.
9. Contribute to identifying improvements in the support of hardware, software, or infrastructure related services.
10. Work to meet program service level agreements (SLA's) to resolve customer issues.
11. Provide one-on-one and small group training in the use of applications (COTS & GOTS) and devices to new users and IT Mart visitors.
12. Install, configure, and troubleshoot microcomputer hardware and software systems, to include servers.
13. Install, configure, and troubleshoot peripheral devices such as card readers, cameras, headsets, scanners, printers, smartcard readers & other devices supported peripheral devices.
14. Conduct diagnostic troubleshooting and repair for microcomputer devices.
15. Install hardware and software application on a myriad of computer devices.

Required Qualifications:

Education: Associate degree or equivalent experience

Experience/Skills:

• 3-5 years desktop support services experience.
• Strong customer service and communication skills (both written and verbal).
• Excellent interpersonal skills, especially ability to listen and understand what is being described.
• Ability to lift and move 30 lbs. of equipment.

Preferred Qualifications:

• Working knowledge of ServiceNow ticketing system; creating, updating, and closing tickets.
• Experience providing Tiers 1 and 2 technical support with hardware and software.
• Excellent attention to detail.
• Strong working knowledge of computer terms.
• Customer service operations experience.
• 5 years of related experience.

Preferred Certifications:

• A+, Security+, Network+, etc.

Salary and Benefit Information:

The likely salary range for this position is $48,804 - $70,000. 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.

Application Deadline: We accept applications for this position on an ongoing basis.

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.