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mPower, Inc. · 1 day ago

Desktop Support Technician

Bethesda, MD

Full-time

Onsite

Entry, Mid Level

$50K/yr - $64K/yr

1+ years exp

mPower, Inc. is a certified Woman-Owned Small Business focused on providing Organizational Development and Enterprise IT Service Management services. They are looking for a Desktop Support Technician to provide hardware and software support to a diverse staff, configure IT devices, and manage support tickets to ensure operational efficiency.

AdviceManagement ConsultingTechnical Support

No H1B

Security Clearance Required

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 client-provided applications

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

Qualification

Windows OS supportMac OS supportTechnical support experienceMicrosoft SuiteTicketing systemsCustomer service skillsEnd-user equipment supportCommunication skills

Required

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

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

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 systems (preferably ServiceNow)

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

Ability to obtain a Public Trust Clearance