Technical IT Support Specialist

Medium; Bethesda (MD); On-site; USD 57,000 - 61,000; Full time

Job summary

mPower, Inc is seeking a Technical IT Support Specialist to deliver responsive, customer-focused IT support for desktops, laptops, and mobile devices. You will install, configure, maintain, and troubleshoot hardware and software while providing secure, reliable end-user experiences.

The role covers VIP user support, incident management via ServiceNow, and collaboration on IT initiatives. A related degree with experience or equivalent military/industry experience is required.

Qualifications

• Bachelor's and 1 year of experience, or Associate's degree and 3 years of technical support experience.
• Experience with current desktop and laptop computers.
• Experience supporting Windows 10/11, macOS, Linux (Ubuntu preferred).
• Technical support experience in Microsoft Office/Microsoft 365 suite.
• Experience using ServiceNow for incident, problem, and request fulfilment.
• Strong customer service and end-user equipment support skills; VIP support preferred.
• Strong written and oral communication.
• Public Trust clearance eligibility.

Responsibilities

• Configuring, installing, and supporting desktops, laptops, handheld devices, printers, and peripherals.
• Providing enhanced VIP desktop and user support service.
• Configuring devices for secure operation with security software and updates.
• Providing software support for client applications.
• Managing tickets in the IT ticket system and tracking progress to resolution.
• Leading or tracking special projects.

Skills

VIP Support

Customer Service

Communication

Ticketing Systems

End-User Support

Education

Bachelor's degree

Associate's degree

Tools

ServiceNow

Microsoft Office

Job description

mPower, Inc.is seeking a Technical IT Support Specialist provides responsive, customer-focused support to end users, including senior and executive-level personnel. This role supports desktop and mobile technologies through installation, configuration, maintenance, and troubleshooting of hardware and software. The specialist will resolve technical issues, manage service requests, and contribute to broader IT initiatives and projects while ensuring a reliable and secure user experience.

Responsibilities

• Configuring, installing, and supporting desktops, laptops, handheld devices, printers, monitors, portable data storage devices, and other peripherals.
• Providing enhanced VIP desktop and user support service.
• Configuring IT devices for secure operation, including installation of security software, software updates, and other configurations as required.
• Providing software support for users of client-provided applications (as identified by the task).
• Ability to work well under pressure and meet deadlines as needed.
• Ability to lead/track special projects
• Using an IT ticket system, responsible for receiving and tracking trouble tickets, updating open tickets appropriately with actions/steps taken; working them to completion and/or re-assigning them to a technical specialist for action, and closing out with the customer and in the ticketing system.

Qualifications

• Bachelor's and 1 year of experience, or Associate's degree and 3 years of technical support or a HS diploma and 5 years of technical support experience.
• Experience with current desktop and laptop computers.
• Experience supporting various operating systems – expertise should include Windows 10 and 11; macOS (ideally 14 or higher); Linux (Ubuntu preferred)
• Technical support experience in Microsoft suite.
• Experience using ServiceNow for incident management, problem management, and request fulfillment.
• Strong customer service and end-user equipment support skills; preferably with some experience supporting VIPs.
• Strong written and oral communications are required
• Must be able to obtain a Public Trust clearance

Desired Qualifications

• Experience supporting a federal agency
• Bachelor’s degree preferred; ideally in Computer Science, Information Systems, or Social Science
• Experience with Active Directory
• Experience with Mobile Device Management (such as MobileIron or Ivanti)
• Experience providing IT support in a healthcare/clinical environment, ideally supporting connected medical devices
• One or more of the following certifications is desired:
  • Apple Certified Support Professional
  • Microsoft Certified Professional
  • CompTIA Security+
  • CompTIA A+

$57,000 - $61,000 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.