Desktop Support Specialist

mPower is looking for a well-rounded Desktop Support 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.

Job Responsibilities:

The Desktop Support Specialist will provide help desk support to both MAC and PC end users. Their specific duties will include, but not be limited to, the following:

·        Ensure equipment is prepared and ready to be deployed to assignees based on the Technology Refresh Program (TRP) calendar schedule. Establish compliance with all security and operational policies and procedures, including the United States Government Configuration Baseline.

·        Configure and install Dell laptops and Apple MacBook Pro computers at the NIH campus and Shady Grove offices. Responsible for the configuration and setup of all standard/third party applications.

·        Follow relevant procedures to resolve tasks and fulfill requests within agreed upon service level agreements (SLAs).

·        Provide outstanding customer service both desk-side and via remote tools such as Bomgar, Cisco Jabber, Microsoft Teams, and Windows Remote Control.

·        Assist with systems administration, troubleshooting, and resolutions.

·        Diagnose and troubleshoot laptops and Apple MacBook Pro/iMACs.

·        Consult and instruct users on hardware and software questions/issues.

·        Collaborate with the Desktop Engineering team on Windows 10 and macOS issues.

·        Install, maintain, and upgrade hardware in the TRP (3) year cycle.

·        Run diagnostic tests to isolate system problems and make recommendations for potential solutions for: Operating System (OS) issues, MS-Office software, and endpoint imaging solutions.

·        Ability to install macOS and Windows 10 images.

·        Identify, research, and resolve technical problems.

·        Respond to telephone calls, email, and dispatched requests for technical support.

·        Document, track, and monitor problems to ensure a timely resolution.

·        Install, configure, and maintain computer peripherals (local and network printers and scanners) and other end-user equipment (such as iPhones and iPads).

·        Familiarity with the following Operating Systems is preferred: macOS 10.14 and above or Windows 10 version 1909 and above.

Required Qualifications:

·        Bachelor’s degree or some college from an accredited institute in a relevant discipline (Information Systems, Computer Science, Engineering, etc.). An additional 1 to 3 years of relevant technical experience may be substituted for a bachelor’s degree.

·        Professional experience troubleshooting Windows & Mac and supporting client configuration and network access in a Microsoft environment.

·        Experience with enterprise-level ticketing systems (such as ServiceNow, Remedy, etc.) and remote support tools (Windows Remote Control, MS Teams, Cisco Jabber, and/or Bomgar).

·        Strong customer service skills.

·        Ability to express complex concepts in a clear, easy-to-understand manner with various levels of users in face-to-face interactions and in writing.

·        Ability to obtain a Public Trust Clearance.

Desired Qualifications:

·        Experience supporting a hospital/clinical research laboratory environment.

·        Experience using ServiceNow for incident management, problem management, and request fulfillment.

·        One or more OS-related vendor certifications (Apple, Linux, and/or Microsoft).

·        Systems administration experience.

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.