Desktop Support Technician

Mpower; Bethesda (MD); On-site; USD 45,000 - 65,000; Full time

Job summary

mPower is seeking a Desktop Support Technician in Bethesda, Maryland. This role involves providing comprehensive hardware and software support for a diverse staff. Ideal candidates will have a Bachelor’s degree with experience in IT customer support or an equivalent combination of education and experience.

The technician will be responsible for configuring IT devices, supporting end-users, and using an IT ticket system for issue resolution. Strong customer service skills are essential, especially in face-to-face interactions.

Qualifications

• Minimum 1 year in IT customer support with a Bachelor's degree or 3 years with an Associate’s or High School diploma.
• Ability to provide strong support for MacOS and Windows devices.
• Excellent communication skills for face-to-face customer interactions.

Responsibilities

• Provide hardware and software support for staff and end-users.
• Configure and support various IT devices including desktops and laptops.
• Use an IT ticket system to manage and track support issues.

Skills

MacOS support skills

Windows 10/11 support experience

Strong customer service

Technical support in Microsoft Suite

Education

Bachelor’s degree with 1 year IT customer support experience

Associate’s degree or H.S. diploma with 3 years of relevant experience

Tools

ServiceNow

IT ticket system

Job description

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.

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 provided applications.
• Use an IT ticket system to receive and track trouble tickets, ensure they are resolved, and close out with the customer and in the system.

Qualifications

• Bachelor’s degree 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 experience.
• MacOS and Apple support skills along with Windows 10/11 support experience.
• Strong customer service and communication skills, 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.

Required Certifications

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

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.