IT Administrator (Deskside Support Specialist)

Expression; Washington (District of Columbia); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

401k matching

Health/dental/vision insurance

Education reimbursement

Life insurance

Generous PTO and holidays

Commuter benefits

Onsite gym

DC HQ perks

Job summary

Expression, headquartered in Washington, DC, is seeking Help Desk Specialists to provide Tier II/III IT support for the Department of Commerce/NTIA in a classified environment. You will troubleshoot issues, manage tickets, and ensure excellent end-user experiences.

Onsite role at the Herbert C. Hoover Building in Washington, DC, with clearances required. Strong customer service and ITIL-informed incident handling are essential to success.

Qualifications

• Bachelor's degree in IT or related field, or equivalent experience.
• Minimum of 5 years IT help desk or technical support experience.
• Strong hardware/software troubleshooting methodologies.
• Familiarity with Active Directory, Microsoft Windows, Microsoft Office Suite, and ticketing systems.
• Proven ability to provide excellent customer service and resolve technical issues efficiently.

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.

Skills

IT support

Customer service

Troubleshooting

Active Directory

Windows

MS Office

Ticketing systems

VPNs

ITIL awareness

Education

Bachelor's degree in IT / CS

Tools

Cisco networking equipment

Encryption devices

VPNs

Job description

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.

Expression 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 PTO and 11 days of holiday leave
• Onsite gym facility at our HQ office in Washington DCCommuter Benefits Plan in DC
• In-office Cold Brew Coffee at HQ office in DC

About Expression

Founded in 1997 and headquartered in Washington DC, Expression provides data fusion, data analytics, AI/ML, software engineering, information technology, and electromagnetic spectrum management solutions to the U.S. Department of Defense, Department of State, and national security community. Expression’s culture focuses on creating immediate and sustainable value for our clients via agile delivery of tailored solutions built through constant engagement with our clients. Expression was ranked #1 on the Washington Technology 2018's Fast 50 list of fastest-growing small business Government contractors and a Top 20 Big Data Solutions Provider by CIO Review.

We make sure to provide everyone with the tools and opportunities to grow while working on some of the newest technologies in the industry. We get excited about celebrating our professionals' milestones, accomplishments, promotions, overcoming challenges, and many other aspects that make an engaging collaborative environment.

Equal Opportunity Employer/Veterans/Disabled

Expression is an Equal Opportunity Employer. If you require a reasonable accommodation during the application or interview process, please submit your request to our Human Resources department through the application portal.