Service Desk Specialists

Expletus Consulting Services, LLC is currently seeking to place an entry-level and experienced, customer service oriented Service Desk Specialists to provide technical support to users in an efficient and accurate manner at a client site in Washington, DC. As the first line of contact with the IT Department for our Intelligence Community customers, Service Desk Specialists serve as IT ambassadors solving basic technical problems and providing support for all assigned areas. Available positions include Service Desk Analyst, Service Desk Technician, and Service Desk Lead.


The Service Desk Specialist:

  • Provides first contact and incident resolution to customers with hardware, software, and application problems; Includes both customer telephone support as well as electronically submitted requests
  • Provides polite and friendly customer service
  • Attempts to resolve as many incidents as possible during the first contact, or at Tier I; Efficiently escalates incidents to Tier 2 or Tier 3 when required
  • Documents incident status and solutions in incident database tools
  • Possesses current working knowledge of computers, printers, laptops, and common windows applications
  • Works through various types of Tier II issues with telephone assist
  • Provides answers to Frequently Asked Questions or solutions to common problems as part of a customer self-help capability


Required Qualifications and Skills:

  • TS/SCI Clearance
  • Excellent communication skills and telephone manner
  • Excellent organizational skills
  • Basic working knowledge of Active Directory, Office 365, Exchange Online, current operating systems for desktops, and Cisco Networking
  • Bachelors Degree (or equivalent experience)
  • A DoD approved 8570 Baseline Information Assurance certification such as A+, Security +, Network +, or CISSP (see for full list of approved certifications)


Desired Qualifications and Skills:

  • Help Desk Institute or Service Desk Institute certification
  • ITIL Foundations or higher certification
  • Bachelors Degree in Computer Science or relevant field
  • Growth-oriented with an interest in mastering current level of performance and gaining experience at next level
  • Team-oriented and comfortable working in a multi-vendor and multi-client environment
  • Residence with intent to continue to reside in a HUBZone (see Company Information)