Expression is looking for an experienced and customer-oriented Helpdesk Specialist to support both Windows and Apple Macintosh systems across the organization and for our Department of State (DoS) engagement. In this role you'll work with a mixed Windows/Mac OS user environment, leveraging platforms such as Google Workspace, Microsoft Office, JAMF, Confluence, JIRA, Microsoft Intune, and other SaaS solutions. You will provide strong IT support, manage hardware & software deployment, and contribute to the development of IT processes and policies.
Location: This role requires onsite work at the client location (Department of State building) in Washington, DC
Clearance: This role requires a Secret-level Security Clearance.
Primary Responsibilities:
Provide end-user support in person, by phone, and via remote access for Windows and macOS users.
Deploy and configure Windows and Macintosh computers (desktops and laptops), including full erasure, OS installation, and Mac MDM enrollment.
Troubleshoot operating systems (Windows 10/11, macOS, iOS), mobile equipment, 2FA authentication, account administration, and website access.
Deploy, install, and troubleshoot peripheral devices—printers, conference-room equipment, monitors, etc.
Configure and deploy hardware and software, manage network connectivity—Ethernet and wireless—for Windows/Mac environments.
Utilize ticketing systems (JIRA, ServiceNow, Remedy) to log, manage, and resolve support requests; maintain accurate records of inventory, support issues, and communications.
Assist in the development and documentation of IT policies and standard operating procedures.
Perform account, security, and operational audits as required.
Deliver consistent, high-quality customer service, responding promptly via chat, email, phone, and in-person.
Collaborate with IT team members and other offices to provide coordinated support and escalate out-of-scope issues appropriately.
Ship or deliver hardware to employees as needed and track hardware inventory.
Associate's degree in Information Technology or a related field, or equivalent experience.
2+ years of experience in Help Desk or Desktop Support services.
3–5 years supporting Windows and Macintosh systems (desktops, laptops, peripherals).
Experience configuring laptops, phones, workstations, and conference-room equipment.
Practiced using ticketing systems such as JIRA, ServiceNow, Remedy, or similar.
Proficient in troubleshooting Windows 10/11, macOS, iOS, mobile devices, 2FA authentication, and account administration.
Experience with JAMF (or similar Mac MDM solution) and Microsoft Intune for mobile device management.
Proficiency with Google Workspace, Microsoft 365/Teams, and Adobe Creative Suite (or similar).
Strong communication skills (written and verbal), high customer service orientation, and ability to work both independently and as part of a team.
Preferred Certifications:
Benefits:
Expression offers competitive salaries and benefits, such as:
About Expression:
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 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
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