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mPower, Inc. · 4 days ago

Desktop Support Technician

Bethesda, MD

Full-time

Onsite

Mid Level

$50K/yr - $64K/yr

3+ years exp

mPower, Inc. is looking for a well-rounded Desktop Support Technician to join their team of experts and professionals in management, administration, consulting, and technology. The role involves providing hardware and software support to a diverse staff, configuring and installing IT devices, and ensuring secure operation of desktop environments.

AdviceManagement ConsultingTechnical Support

No H1B

U.S. Citizen Only

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 government-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 system experienceCustomer service skillsEnd-user equipment supportVIP support experienceCommunication skills

Required

Bachelor's degree along with at least one (1) years 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 system (preferably ServiceNow)

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

Ability to obtain a Public Trust Clearance