Senior Help Desk Specialist

mPower is looking for a well-rounded Senior 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.

Job Responsibilities:

• Configuring, installing, and supporting desktops, laptops, handheld devices, printers, monitors, portable data storage devices, and other peripherals.

• Configuring IT devices for secure operation, including installation of security software, software updates, and other configurations as required on Windows and macOS operating systems.

• 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 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 system.

Required Qualifications:

• Bachelors and 5 years or Associates degree and 8+ years of technical support (or equivalent combination of education and experience).

• Experienced with current desktop and laptop computers.

• Experience supporting various operating systems – expertise should include Windows 10; macOS (ideally 10.15 or higher); Linux (Ubuntu preferred).

• 3+ years of 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.

Desired Qualifications:

• 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).

• Experience providing IT support in a healthcare/clinical environment, ideally supporting connected medical devices.

• One or more of the following certifications is desired:

o Apple Certified Support Professional

o CompTIA Security+

o CompTIA 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.