Help Desk Specialist - mPower Inc.

mPower is looking for a well-rounded Help Desk Specialist 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.

·Providing hardware and software support to a diversified staff and end user population. Experience supporting Windows OS. Strong customer service and communication skills are key as this role involves heavy face-to-face customer support.

·Experience imaging Windows systems in an enterprise environment.

·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 NIH-provided applications (as identified by the task).

·Ability to perform in a high-paced environment.

·Ability to work well under pressure and to meet deadlines as needed.

·Using an IT ticket system, responsible for receiving and tracking the trouble tickets, assign them to a technical specialist for action and ensures that their tickets are resolved, and closing out with the customer and in the system.

·Associate's degree and 1 year of technical experience. An additional two years of relevant technical experience can be substituted for the associate's degree.

·Experience in current desktop and laptop computers.

·Experience supporting various operating systems – expertise should include Windows 7/10 and some Windows 11.

·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.

·Strong written and oral communications required.

·Ability to gain and/or maintain a Public Trust clearance.

·Bachelor's degree, preferably in Computer Science, Information Systems, or Social Sciences.

·One or more of the following certifications is desired:

oMS900 MS365 Certified: Fundamentals

oCompTIA A+.

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.