Expression
Help Desk Specialist (DoS)
Expression, Washington, District of Columbia, us, 20022
Expression Networks is seeking a skilled Help Desk Specialist with expertise in both Windows and Apple Macintosh systems to support and maintain the Department of State (DoS) computer systems, desktops, and peripherals. This role involves installing, diagnosing, repairing, maintaining, and upgrading hardware and equipment to ensure optimal workstation performance. The ideal candidate will troubleshoot issues in person, by phone, or via remote access, providing timely and effective end-user assistance.
Clearance:
This role requires a Secret-level Security Clearance.
Key Responsibilities:
Onsite Support:
Report onsite three days a week to provide hands-on support.Deployment:
Deploy and configure Windows and Macintosh computers (desktops and laptops), including complete erasure, OS installation, and Mac MDM enrollment.Troubleshooting:
Diagnose and resolve software issues for Windows, macOS, and commercial off-the-shelf (COTS) applications.User Assistance:
Provide support for Windows and Macintosh users with software and hardware-related issues.Peripheral Management:
Deploy and troubleshoot peripheral devices, such as printers.Record Keeping:
Maintain accurate records of inventory, support issues, and technical communications, utilizing the ServiceNow ITSM system.Required Qualifications:
Education:
Associate's degree in Information Technology or a related field, or equivalent experience.Experience:
3-5 years of extensive experience supporting Windows devices, desktops, and laptops, along with familiarity with Macintosh computer models.
Network Support:
Proficient in supporting Ethernet and wireless networks for Windows and Macintosh computers in a professional environment, including troubleshooting network connectivity issues.Software Proficiency:
Experience with standard applications such as MS Office/O365, MS Teams, and Adobe Creative Suite.Ticketing Systems:
Experience with ticketing systems (Salesforce, ServiceNow, Remedy) and collaboration with other offices for out-of-scope actions.Installation Skills:
Ability to install compatible hardware and peripherals for Windows PC workstations, including display configurations and network connectivity.
Skills:
Communication Skills:
Ability to communicate clearly and effectively in both verbal and written formats.Team Collaboration:
Proven ability to work as part of a coordinated team, delivering consistent support and services to IT customers.Customer Service:
Exceptional customer service skills and commitment to follow-up support.Analytical Skills:
Strong analytical and problem-solving abilities, with attention to detail.Research Skills:
Capability to research PC and software issues as needed, presenting findings in user-friendly language.Self-Motivation:
Highly self-motivated, directed, and attentive to detail.Collaboration:
Team-oriented with strong interpersonal skills.
Preferred Certifications:
CompTIA A+CompTIA Security+Benefits:
Expression Networks offers competitive salaries and benefits, such as:
401k matchingPPO and HDHP medical/dental/vision insuranceEducation reimbursementComplimentary life insuranceGenerous PTO and holiday leaveOnsite office gym accessCommuter Benefits Plan
About Expression Networks:
Founded in 1997 and headquartered in Washington DC, Expression Networks provides data fusion, data analytics, 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 "Perpetual Innovation" 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 Networks 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.
Equal Opportunity Employer/Veterans/Disabled
Clearance:
This role requires a Secret-level Security Clearance.
Key Responsibilities:
Onsite Support:
Report onsite three days a week to provide hands-on support.Deployment:
Deploy and configure Windows and Macintosh computers (desktops and laptops), including complete erasure, OS installation, and Mac MDM enrollment.Troubleshooting:
Diagnose and resolve software issues for Windows, macOS, and commercial off-the-shelf (COTS) applications.User Assistance:
Provide support for Windows and Macintosh users with software and hardware-related issues.Peripheral Management:
Deploy and troubleshoot peripheral devices, such as printers.Record Keeping:
Maintain accurate records of inventory, support issues, and technical communications, utilizing the ServiceNow ITSM system.Required Qualifications:
Education:
Associate's degree in Information Technology or a related field, or equivalent experience.Experience:
3-5 years of extensive experience supporting Windows devices, desktops, and laptops, along with familiarity with Macintosh computer models.
Network Support:
Proficient in supporting Ethernet and wireless networks for Windows and Macintosh computers in a professional environment, including troubleshooting network connectivity issues.Software Proficiency:
Experience with standard applications such as MS Office/O365, MS Teams, and Adobe Creative Suite.Ticketing Systems:
Experience with ticketing systems (Salesforce, ServiceNow, Remedy) and collaboration with other offices for out-of-scope actions.Installation Skills:
Ability to install compatible hardware and peripherals for Windows PC workstations, including display configurations and network connectivity.
Skills:
Communication Skills:
Ability to communicate clearly and effectively in both verbal and written formats.Team Collaboration:
Proven ability to work as part of a coordinated team, delivering consistent support and services to IT customers.Customer Service:
Exceptional customer service skills and commitment to follow-up support.Analytical Skills:
Strong analytical and problem-solving abilities, with attention to detail.Research Skills:
Capability to research PC and software issues as needed, presenting findings in user-friendly language.Self-Motivation:
Highly self-motivated, directed, and attentive to detail.Collaboration:
Team-oriented with strong interpersonal skills.
Preferred Certifications:
CompTIA A+CompTIA Security+Benefits:
Expression Networks offers competitive salaries and benefits, such as:
401k matchingPPO and HDHP medical/dental/vision insuranceEducation reimbursementComplimentary life insuranceGenerous PTO and holiday leaveOnsite office gym accessCommuter Benefits Plan
About Expression Networks:
Founded in 1997 and headquartered in Washington DC, Expression Networks provides data fusion, data analytics, 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 "Perpetual Innovation" 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 Networks 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.
Equal Opportunity Employer/Veterans/Disabled