Help Desk Specialist

Bethesda, MD - USA

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

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.

Job Responsibilities:

Responsible for the following functions:

Install configure troubleshoot and resolve incidents related to hardware software (COTS GOTS and custom) websites instrument controllers VoIP systems and conference room equipment.

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

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

Support secure operations by maintaining anti-virus and endpoint security applications and remediating vulnerabilities security violations and incidents within designated time constraints.

Maintain appropriate accounting of inventory for desktops laptops and peripherals.

Ensure compliance with all security and operational policies and procedures including the United States Government Configuration Baseline.

Diagnosing and troubleshooting desktop system printer and operating problems.

Consulting and instructing users on hardware and software questions/issues.

Collaborate with Infrastructure Operations team.

Install maintain and upgrade equipment and its associated infrastructure.

Identifies researches and resolves technical problems.

Responds to telephone calls email and dispatched requests for technical support.

Documents tracks and monitors the problem to ensure a timely resolution.

Installs configure and maintain Windows Mac peripherals (local and network printers and scanners) and other end user equipment such as iPhones and iPads.

Required Qualifications:

Bachelors degree from an accredited institute in a relevant discipline (Information Systems Computer Science Engineering etc.). An additional 4 years of relevant technical experience may be substituted for the bachelors degree.

Professional experience troubleshooting Windows Mac and/or Linux OS supporting client configuration and network access in a Microsoft environment.

Hands-on experience with the installation configuration and use of a wide range of COTS (Commercial Off-The Shelf) desktop software and hardware in a networked environment.

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

Strong customer service skills.

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

One or more of the following certifications:

o A;

o Network;

o Apple Certified Support Professional (ACSP); and

o ITIL v3 Foundation.

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.

Experience supporting enterprise level environments on a 24x7 basis.

Experience supporting Scientific Instrument Controllers.

Experience supporting a hospital environment.

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.

$50000 - $60000 a year

We may use artificial intelligence (AI) tools to support parts of the hiring process such as reviewing applications analyzing resumes or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed please contact us.

Required Experience:

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 res...