Desktop Support Technician

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.

- 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

- 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

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