Tier 2 Desktop Technician

Job Title: Tier 2 Desktop Technician
Work Location: Asheville, NC (full-time onsite; situational telework only)
Clearance Required: US Citizen; Public Trust (National Agency Check with Inquiries (NACI))

Alpha Omega is looking for a Tier 2 Desktop Technician to support end-users at NOAA’s National Centers for Environmental Information (NCEI) in Asheville, NC, under the NCEI IT Support Services (NCEI ITSS) contract. The Tier 2 Desktop Technician will be responsible for IT desktop support to almost 300 users in Asheville. The Tier 2 Technician has a mix of technical and customer service skills and exhibits a passion for technology and helping people. Through analysis, repair, and maintenance, the Tier 2 Desktop Technician ensures that local and network computer hardware, software, systems, and related peripheral equipment are operating optimally. The Tier 2 Desktop Technician addresses assigned incidents and problems in a timely manner, consistent with applicable SLAs and established NCEI, NESDIS, NOAA, and Department of Commerce protocols.   

Key Responsibilities:

• Respond to requests for technical assistance via phone, e-mail, or the NCEI Jira ticketing application. 
•  Support walk-up requests from NCEI employees when it’s not feasible for the employee to submit a support request.
•  Provide incident and problem management for all issues reported by creating, updating, and managing requests.
•  Escalate service requests in accordance with the processes and procedures maintained in the knowledgebase and documenting the escalation or resolution as appropriate.
•  Successfully resolve tickets in queue to closure based on defined SLAs/SLOs.
•  Diagnose and troubleshoot end-user workstation issues and provide appropriate solutions. 
•  Diagnose and troubleshoot servers and RAID array physical component issues.
•  Follow-up with end users to provide status updates meeting expected service level targets. 
•  Install and maintain wiring in the data center environment (Copper & Fiber).
•  Track metrics necessary to ensure objective reporting of actual performance against support SLAs.
•  Work independently and with minimal supervision.   
•  Be responsive, reliable, and able to prioritize tasks efficiently. 
•  Adhere to NCEI change, configuration, and security guidelines. 
•  Support standard and ad-hoc security update requests.

Required Qualifications:

• Education:
• Education Requirement with specific field of study: Bachelor’s Degree in Computer Science, MIS, Business or Related Technical Field     
• Experience/Skills:

•  Experience supporting Windows devices (7,10,11)
•  Experience supporting Apple mac hardware and software.
•  Experience supporting major Linux distributions (RHEL, CentOS, etc.). 
•  Experience using ITSM Ticketing tools (e.g. Atlassian Jira or similar ticketing systems to manage and track incidents). 
•  Basic knowledge of ITIL, Service Desk metrics/SLAs, and mobile device support. 

Preferred Qualifications: NA

Preferred Certification(s):

•  CompTIA Certificate (A+, Network +, Server+, or Security+) 
•  HDI Certificate (Customer Service Representative (HDI-CSR), Support Center Analyst (HDI-SCA), or HDI Desktop Advanced Support Technician (HDI-DAST)) 

 

Salary and Benefit Information:

The likely salary range for this position is $39,603- $45,000. 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: July 25,2025

Joining the Alpha Omega team entitles you to participate in all retirement benefits, plans of deferred co