Mid-Level Customer Engagement Technician

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. award commitment will identify one exceptional employee to receive the $10,000 H.E.A.R.T. bonus.

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

Come grow with us!

Job Title: Mid-Level Customer Support Technician
Work Location: Washington, DC (On-Site 5 days a week required)
Clearance Required: Secret,

Responsibilities:

• Responsible for interfacing with customers to handle technology-related service requests, incidents, and problems (phone, desktop, applications, audio/visual, mobile device, and/or network connectivity)
• Examines customer problems and implements appropriate resolution where possible
• Escalates within agreed timelines to the appropriate SME, and/or the Customer Engagement Advocate (internal ECA Government FTE) who will ensure proper routing and resolution of the issues
• Develop standards for prioritizing tickets
• Present in small group and team settings
• Proactive in identifying opportunities for improvement and sharing ideas
• Serve as a user liaison covering basic computer system end-user operations, including but not limited to: system sign-on, Active Directory, use of menu and help systems, Microsoft Office programs, telecommunications, use and troubleshooting of mobile devices, computers and printers
• Monitor the organization Teams channel and customer support mailbox to ensure that all users receive timely support in response to their requests for assistance
• Apply diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures

Required Skills:

• Minimum Years of Overall Experience: 5
• Minimum Years of Specific Experience in Field: 3
• Have hands on experiences as a Customer Support technician providing Tier 1 and Tier 2 support
• Write detailed and accurate logs of all user requests by enter them into ServiceNow system
• Ability to work with diverse technologies and systems
• Must demonstrate strong troubleshooting, analytical and problem solving skills
• Ability to multi-task and work with others to resolve IT related issues
• Ability to work independently and as a part of a team

Desired Skills:

• Strong written and verbal communication skills
• Willingness to support outreach activities such as demonstrations, brainstorming sessions, and small team trainings
• Technical writing skills
• Ability to train users

Preferred Certifications:

• ITIL v3 or higher
• CompTIA A+
• CompTia Security+
• HDI-CSR certified

Preferred Education:

• Education Requirement with specific field of study: Bachelor's Degree

Telecommute Options:

• N/A - This job cannot be performed remotely.

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.

#dice