Desktop Support Specialist

mPower is looking for a well-rounded Desktop Support Technician - Tier II to join our team. Our team consists of experts and professionals who have experience in management, administration, consulting, and technology. This position seeks to implement positive mission-oriented change, to deliver tangible operational results, and to build and continuously improve the organization.

Job Responsibilities:

Provide hardware and software support to a diversified staff and end-user population

Configure, install, and support desktops, laptops, handheld devices, printers, monitors, portable data storage devices, and other peripherals

Provide enhanced VIP desktop and user support service

Configure IT devices for secure operation, including installation of security software, software updates, and other configurations as required

Provide software support for users of NIH-provided applications

Use an IT ticket system to receive and track the trouble tickets, assign them to a technical specialist for action, and ensure that tickets are resolved, and closed out with the customer and in the system

Required Qualifications:

Bachelor’s degree along with at least one (1) year of relevant work experience in IT customer support or an Associate degree or H.S. diploma with at least three (3) years of relevant work experience

Proficient with Mac OS

Experience supporting both the Mac and Windows OS

Strong customer service and communication skills are key as this role involves heavy face-to-face customer support

Extensive experience supporting various operating systems – expertise should include Windows 7/10; and some MAC OS (ideally 10.8 and above)

3+ years of technical support experience in Microsoft Suite

Experience using ticketing system (preferably ServiceNow)

Strong customer service and end-user equipment support skills; preferably with some experience support VIPs (MUST)

Ability to obtain and maintain a Public Trust clearance

Certification Requirement:

It is required that the candidate hold or will be certified within 3 months of hire, one or more of the following certifications:

Foundation Certificate in IT Service Management (ITIL) v3 or higher

MTA: Microsoft Technology Associate

MCSA: Microsoft Certified Solutions Associate

MSCE: Microsoft Certified Solutions Expert

Apple Certified Associate – Mac Integration Basics (current or current -1 version)

Apple Certified Support Professional (current or current -1 version)

CompTIA A+ Certified Professional

CompTIA Network+ Certified Professional

CompTIA Security+ Certified Professional

Jamf Certified Tech

Jamf Certified Expert

mPower, Inc. is an Equal Opportunity/Affirmative Action employer. Qualified applicants or employees will receive consideration for employment without regard to race, color, religion, ethnic or national origin, ancestry, age, sex, sexual orientation, gender identity, pregnancy (including childbirth or related condition), citizenship, familial status, mental or physical disability status, veteran status, genetic information, other non-disqualifying disability, or any other characteristic protected by law.