Help Desk Manager

Help Desk ManagerAlpha Omega is seeking a highly motivated, customer-oriented, dual-role Helpdesk Manager with infrastructure and Systems Administrator experience to join our team. The selected candidate will be responsible for all aspects of windows server administration to include version upgrades, migrations, and application and server patching. May develop, run tests on, implement, and/or maintain operating system and related software. This individual troubleshoots and/or resolves software, operating system, and networking problems. Schedules, performs, or monitors system backups or, when necessary, perform data recoveries. This candidate will also perform light duty ServiceNOW incident management.Key Responsibilities:First point of contact for trouble tickets and requests.Respond to telephone calls, email, and personal requests for technical support.Respond to trouble tickets, execute low level tasks such as permission assignments, escalate complex issues to Operations team; work with Operations personnel to resolve issues.Provide technical support for the daily business functions of internal customersWalk customer through problem-solving processFollow up with customers to ensure issue has been resolvedUpdate helpdesk guide and SOPs and maintain server documentation library.Ensure that systems and their applications are at current release levels, patched, securely configured, and operationalAddress vulnerabilities and other security issues on Windows serversApply OS patches and upgrades on a regular basis, and upgrade administrative tools and utilitiesIdentify sources of software problems and take appropriate corrective actions including escalating through tiered support as appropriateResolve technical problems with Windows systems with vendor supportParticipate in server migration to most current Windows OSInstall new/rebuild existing servers and configure virtual hardware, services, settings, directories, storage, etc. in accordance with standards and project/operational requirementsMaintain an inventory of all supported applications, services and systemsConduct periodic inventory tracking for new and used software and serversDevelop and maintain installation and configuration proceduresPerform account management activities for system administrators such as unlocking accounts, managing group membershipCoordinate, daily backup operations, ensuring all required file systems and system data are successfully backed up and restores are testedAdd, remove, and maintain user accounts, groups, and other functions in active directoryAdd, remove, and maintain network file infrastructuresCreate and implement GPOs, PowerShell scripts, and registry editsPerform ongoing performance tuning, hardware upgrades, and resource optimization as requiredMaintain daily performance of computer systemsConfigure Windows and third-party services as necessaryRequired Qualifications:Associates Degree4 years of overall IT experienceExperience with ServiceNow Incidents and ReportsEagerness to learn to install, configure, and troubleshoot Windows Server 2016, 2019, 2022Due to one-one interaction with users, exceptional communication skills, desk-side manners, positive demeanor and appearance are key requirements.Strong organization and time management, problem solving, troubleshooting, and communication skills are required.Analytical thinking skills required; must be able to think outside the box.Basic Understanding of Microsoft Server platforms and technologies including Windows Server, IIS Web Server, Active Directory, Group Policy administration, user and group management, service account management.Experienced in managing and administering systems update and patching in an enterprise environmentAble to work after hours as needed.Preferred Qualifications:Experience with Microsoft Server platforms and technologiesKnowledge of installing Windows updates on serversPowerShell scripting skillsRequired Certifications:N/ADesired Certification(s):CompTIA Certificate such as A+, Security+, Server+, or Network+Salary and Benefit Information:The likely salary range for this position is $93,000 - $135,000. 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.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 leaveEleven (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 premiums401 (k) plan with a match that is 100% vested after you complete two years of serviceFSA/DFSA/HSA flexible benefit plansAnnual Tuition & Professional Development Reimbursement benefitWe 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.Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.