Desktop Support Technician

mPower, Inc.; Bethesda (MD); On-site; USD 70,000 - 87,000; Full time

Job summary

mPower, Inc. is seeking a dedicated Desktop Support Technician to provide comprehensive IT support to staff. This role requires excellent customer service skills and technical expertise in hardware and software applications.

Responsibilities include configuring desktops, providing VIP support, and utilizing an IT ticketing system. Candidates must have at least a Bachelor's degree in IT or equivalent experience, along with capabilities in MacOS and Windows.

The position offers a competitive salary range of $70,000 to $87,000 per year, depending on experience.

Qualifications

• Bachelor’s degree or equivalent experience in IT customer support required.
• Minimum 1 year of experience with a Bachelor's or 3 years without a degree.
• Strong skills in customer service and communication are essential.

Responsibilities

• Provide hardware and software support to users.
• Install and configure desktops and other IT devices.
• Track trouble tickets through an IT ticket system.

Skills

MacOS support skills

Windows 10/11 support experience

Customer service skills

Technical support experience in Microsoft suite

Experience using ticketing system

VIP support experience

Education

Bachelor’s degree in IT or related field or equivalent work experience

Tools

ServiceNow

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.

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 trouble tickets, ensure tickets are resolved, and close 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.