mPower is looking for a well-rounded Desktop Support Technician - Tier II 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 enhanced VIP desktop and user support service
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, assign them to a technical specialist for action, and ensure that tickets are resolved, and closed out with the customer and in the system
Required Qualifications:
Bachelor's degree along with at least one (1) year of relevant work experience in IT customer support or an Associate degree or H.S. diploma with at least three (3) years of relevant work experience
Proficient with Mac OS
Experience supporting both the Mac and Windows OS
Strong customer service and communication skills are key as this role involves heavy face-to-face customer support
Extensive experience supporting various operating systems - expertise should include Windows 7/10; and some MAC OS (ideally 10.8 and above)
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 some experience support VIPs (MUST)
Ability to obtain and maintain a Public Trust clearance
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:
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
Jamf Certified Tech
Jamf Certified Expert
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.