IT Mart - Technical Support Specialist, Help Desk Support

Alpha Omega Integration LLC is an award-winning Federal IT Solutions provider. Since its inception in September 2016, we have grown from a start-up to a $100m / year business.

Alpha Omega’s growth stems from our mission focus : to make the US Government the best in the world . We achieve that via advanced capabilities in the areas of Design & Product Management, DevSecOps & Cloud Engineering, Intelligent Automation, and Cybersecurity.

Our consistent growth has fostered a series of accolades including Inc. 5000 and Washington Technology’s Fast 50 awards for five consecutive years, Virginia Business Best Places to Work ten years in a row, and Maryland Technology Council's 2022 Government Contract of the Year over $50 Million Dollars award, to name a few.

We are seeking passionate federal IT professionals to join our team.

Come support our nation’s government agencies and make a difference!

Why Us?

We have H.E.A.R.T. ! Alpha Omega's Core Values (H) harmony, (E) engagement, (A) accountability, (R) resourcefulness, and (T) tenacity - collectively are an acrostic reminder of the values that guide the work we do.

We foster a culture that recognizes and rewards hard work. Our H.E.A.R.T. program invites colleagues and managers from across the organization to recognize each other for living out our core values.

Spotlighted employees enjoy a detailed nomination about their core-values-aligned actions which are then shared with their manager.

Ready to embark on a rewarding, challenging, and fulfilling career in the Federal IT Solutions space?

Come grow with us!

Job Title : IT Mart Tech Support Specialist

Work Location : Washington, DC, 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, Secret

Project Overview :

IT Mart Tech Support Specialist is responsible for providing Account Management Services to Department of State consolidated accounts.

Duties consist of creating, modifying, and managing all Department of State accounts, creating, and modifying SNAP cards, and providing initial mobile and laptop support at tier 1 level.

Duties and Responsibilities :

• Performs systems administrative and operational duties on computer systems
• Perform account management duties in Active Directory
• Welcome and greet customers when handling front desk operations
• Analyze, evaluate, test and repair basic hardware problems
• Prepare activity and progress reports regarding support activities
• Respond, investigate, and correct problems
• Acts as a technical resource for user queries
• Contribute to developing and implementing improvements in the account management processes.
• Working to achieve SLA's when resolving customer issues
• Organize and conduct one-on-one and small group training in the use of commercial and government off-the-shelf software products (COTS and GOTS)
• Provide troubleshooting diagnosis, and repair for laptop and mobile devices

Basic Requirements :

• 1-3 years IT support experience
• Strong customer service and communication skills (both written and verbal)
• Excellent interpersonal skills, especially ability to listen and understand what is being described

Desired Skills or Experience :

• Have mobile or public key infrastructure (PKI, Smartcard) experience
• Working knowledge of ServiceNow ticketing system; creating, updating, and closing tickets.
• Experience providing Tiers 1 and 2 technical support for hardware and software
• Excellent attention to detail
• Strong working knowledge of computer terms
• Customer service operations experience

Physical Requirements :

Ability to lift and move 30 lbs. of equipment

Education :

Associate degree or equivalent experience

Preferred Certifications :

A+, Security+, Network+, etc.

Alpha Omega Integration, LLC (Alpha Omega) is committed to the development of a creative, diverse, and inclusive work environment.

In accordance with the law and our organizational values, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, Veteran Status, or any other characteristic protected by law (referred to as "protected status) .

Final hiring decisions at Alpha Omega will be based on merit, qualifications, and abilities.

Black, Indigenous, and People of Color (BIPOC), LGBTQIA, women, people over 40, and differently-abled folks are strongly encouraged to apply.

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Equal Opportunity Employer / Protected Veterans / Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.

However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)