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Desktop Support Technician

mPower
4 days ago
Full-time
On-site
Bethesda, Maryland, United States
Information Technology & Technical Support
mPower is looking for a well-rounded Desktop Support Technician 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 VIP desktop and User support

- 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, and ensures that tickets are resolved, and closing out with the customer and in the system

Qualifications

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

- MacOS and Apple support skills along with Windows 10/11 support experience.

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

- 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 experience supporting VIPs

- Ability to obtain a Public Trust

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:

- Jamf Certified Tech

- Jamf Certified Expert

- 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

$70,000 - $87,000 a year
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.  
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.