Expression is seeking reliable and customer-focused Help Desk Specialists to support the Department of Commerce (DOC) under the National Telecommunications and Information Administration (NTIA) program. In this role, you will provide Tier II and Tier III IT support services, manage incident resolution, and ensure exceptional end-user experiences in a classified environment. This position requires strong technical troubleshooting skills, attention to detail, and the ability to deliver professional customer service in a mission-critical federal environment.
Location and Clearance- Onsite, at the Herbert C. Hoover Building, 1401 Constitution Avenue NW, Washington, D.C.
- Active Secret or Top Secret / SCI clearance required (U.S. Citizenship required)
- Minimal Travel (
Responsibilities- Serve as the first point of contact for end-users seeking technical assistance via phone, email, or in person.
- Diagnose and troubleshoot hardware, software, networking, and system issues.
- Manage and prioritize service tickets using NTIA's ticketing system to ensure timely resolution.
- Document, track, and monitor reported issues and service requests through closure.
- Install, configure, and maintain desktops, laptops, printers, telephones, and related peripherals.
- Support and help maintain desktops skills for touch-labor.
- Assist with ISCOM material handling, destruction documentation, and semi-annual inventories.
- Participate in root cause analysis of recurring issues and recommend system or process improvements.
- Maintain detailed technical documentation and standard operating procedures.
- Support asset inventory tracking, equipment refreshes, and deployment of new systems.
Qualifications- Bachelor's Degree in Information Technology, Computer Science, or related field; or equivalent experience.
- Minimum of 5 years of IT help desk or technical support experience.
- Strong understanding of hardware/software troubleshooting methodologies.
- Familiarity with Active Directory, Microsoft Windows, Microsoft Office Suite, and ticket management systems.
- Proven ability to provide excellent customer service and resolve technical issues efficiently.
Preferred Experience- Experience supporting Department of Commerce (DOC) or other federal agency IT operations.
- Familiarity with ITIL-based incident, problem, and change management processes.
- Experience with Cisco networking equipment, VPNs, and encryption devices.
- Certifications such as Security+, Network+, or ITIL Foundations.
BenefitsExpression offers highly competitive salaries, performance-based incentives, and additional benefits, such as:
- 401k matching
- PPO and HDHP medical/dental/vision insurance
- Education reimbursement up to $10,000/yr
- Complimentary life insurance
- Generous rollover PTO and 11 days of holiday leave
- Onsite gym facility at our HQ office in Washington DC
- Commuter Benefits Plan in DC
- In-office Cold Brew Coffee at HQ office in DC
