Help Desk Specialist I

Job Title: Help Desk Specialist I
Clearance Required: Public Trust
Work Location: Panama City, FL

Alpha Omega is searching for an experienced Help Desk Specialist I to join one of our long-term Federal projects.

Key Responsibilities:

The Help Desk Specialist provides Tier I level support for end users and maintenance within the organization's desktop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation performance. The Help Desk Specialist will also troubleshoot problem areas (in person, by telephone, via remote access, or via email) in a timely and accurate fashion and provide end-user assistance where required. The Help Desk Specialist will develop and manage effective positive working relationships with internal and external: departments, groups and personnel with whom work must be coordinated or interfaced, as well as demonstrate flexibility by adapting to changes in priorities and the work environment as well as branch direction and objectives.

A. Customer Service

• Coordinate and communicate with internal and external customers.
• Respond to telephone, email and personal requests for technical support.
• Monitor and respond quickly to incoming requests related to tier 1 IT issues.
• Escalate Tier 1 issues with appropriate status information.
• Customer inquiries for information or services are acknowledged and answered within a timely manner.
• Customer questions, ideas, and concerns are sought and actively listened to for improved customer service.
• Customer feedback is analyzed; needs and concerns are considered in making decisions, recommending solutions, and resolving conflict.

B. Tier 1 Hardware/Software configuration and maintenance

• Set up and maintain laptops, desktops and notebook computers.
• Identify, research, and resolve technical problems
• Install and configure software
• Setup and configure printers, scanners and other peripherals
• Setup phones and communication devices
• Update documentation to record new equipment installed, new sites, and changes to computer configurations.

C. Security

• Install, configure, upgrade and maintain security patches on user Laptops, desktops and notebook systems, which includes but is not limited to, Red Hat Linux and Microsoft operating environments.
• Perform regular security monitoring utilizing available enterprise tools.
• Assist users with meeting access and security controls.

D. Documentation

• Work on projects associated with desktop support tasks such as reports, OS/software upgrades, and office moves
• Maintain an inventory of hardware and software resources.
• Utilize ticketing software to record issues and work.
• Assist with the development and maintain repositories for IT SOPs and Policies in coordination with the Helpdesk Supervisor.

Required Qualifications:

Required Experience/Skills:

• 1-3 years of experience as Help Desk Specialist.
• Good troubleshooting skills;
• Ability to work independently when assigned a task and follow it through to completion;
• Ability to work in a team and independently fix issues with little to no direction;
• Ability to plan, organize, and work on multiple tasks simultaneously;
• Experience interpreting regulations or technical material, defining problems, and analyzing alternatives combined with the ability to deal effectively with others in order to recommend and negotiate solutions;
• Ability to effectively communicate (verbal and written correspondence) in a professional and courteous manner with technical and non- technical personnel.

Desired Certification(s):

• CompTIA A+
• CompTIA Net+
• CompTIA Security+
• Microsoft 365 Certified: Modern Desktop Administrator Associate

Salary and Benefit Information:

The likely salary range for this position is $xxx - $40,000. 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.

Application Deadline: August 13, 2026

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:

• 15 days 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.

Our Company:

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.

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