Provide Tier II and III IT support, troubleshoot technical issues, manage service tickets, maintain hardware, and document procedures while ensuring exceptional customer service.
hatch I.T. is partnering with Expression to find a Systems Administrator (Deskside Support Specialist). See details below:
About The Role:
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.
About the Company:
Founded in 1997 and headquartered in Washington DC, Expression 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 their clients via agile delivery of tailored solutions built through constant engagement with their 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.
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.
- Active Top Secret / SCI clearance required (U.S. Citizenship required)
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.
Top Skills
Active Directory
Cisco Networking Equipment
Encryption Devices
Microsoft Office Suite
Windows
Ticket Management Systems
Vpns
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