Alpha Omega Integration - Washington, DC
posted 2 months ago
Full-time - Entry Level
Washington, DC
51-100 employees
Professional, Scientific, and Technical Services
About the position
The IT Mart - Technical Support Specialist role at Alpha Omega Integration involves providing essential account management services to the Department of State. This position focuses on creating, modifying, and managing user accounts, as well as offering tier 1 technical support for mobile and laptop devices. The specialist will play a crucial role in ensuring customer satisfaction through effective problem resolution and training on software products.
Responsibilities
- Perform 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
- Act as a technical resource for user queries
- Contribute to developing and implementing improvements in the account management processes
- Work 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
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
Nice-to-haves
- 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
Benefits
- Recognition programs for employees
- Opportunities for professional growth and development
- Inclusive work environment that values diversity
