Desktop Support Specialist
Rockville, MD Rockville, MD Full-time Full-time Estimated:
$47.
5K - $60.
2K a year Estimated:
$47.
5K - $60.
2K a year 10 days ago 10 days ago 10 days ago Are you wanting to be empowered in your career and set up for success! mPower is a certified Woman-Owned Small Business (WOSB) and top-rated government consulting firm focused especially on providing Organizational Development and Enterprise IT Service Management services.
Our team consists of experts and professionals who have experience in management, administration, consulting, and technology.
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 and 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.
We sincerely thank all applicants in advance for submitting their interest in this position.
We know your time is valuable and guarantee that you will receive a follow-up about your application regardless of the outcome.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
$47.
5K - $60.
2K a year Estimated:
$47.
5K - $60.
2K a year 10 days ago 10 days ago 10 days ago Are you wanting to be empowered in your career and set up for success! mPower is a certified Woman-Owned Small Business (WOSB) and top-rated government consulting firm focused especially on providing Organizational Development and Enterprise IT Service Management services.
Our team consists of experts and professionals who have experience in management, administration, consulting, and technology.
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 and 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.
We sincerely thank all applicants in advance for submitting their interest in this position.
We know your time is valuable and guarantee that you will receive a follow-up about your application regardless of the outcome.
.
Estimated Salary: $20 to $28 per hour based on qualifications.
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