The Role
Provides responsive desktop and mobile IT support to end users, including VIP and executive personnel. Installs, configures, maintains, and troubleshoots hardware, software, operating systems, peripherals, and security tools. Manages ServiceNow tickets from intake through resolution, supports client applications, and contributes to IT projects. Requires strong customer service, communication, and technical support skills, along with the ability to obtain a Public Trust clearance.
Summary Generated by Built In
mPower, Inc. is seeking a Technical IT Support Specialist provides responsive, customer-focused support to end users, including senior and executive-level personnel. This role supports desktop and mobile technologies through installation, configuration, maintenance, and troubleshooting of hardware and software. The specialist will resolve technical issues, manage service requests, and contribute to broader IT initiatives and projects while ensuring a reliable and secure user experience.
Responsibilities
- 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 client-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 ticketing system.
Qualifications
- Bachelor's and 1 year of experience, or Associate's degree and 3 years of technical support or a HS diploma and 5 years of technical support experience.
- Experience with current desktop and laptop computers.
- Experience supporting various operating systems – expertise should include Windows 10 and 11; macOS (ideally 14 or higher); Linux (Ubuntu preferred)
- 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
- Must be able to obtain a Public Trust clearance
Desired Qualifications
- Experience supporting a federal agency
- 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 or Ivanti)
- Experience providing IT support in a healthcare/clinical environment, ideally supporting connected medical devices
- One or more of the following certifications is desired:
- Apple Certified Support Professional
- Microsoft Certified Professional
- CompTIA Security+
- 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.
Skills Required
- Bachelor's degree and 1 year of experience, or Associate's degree and 3 years of technical support experience, or high school diploma and 5 years of technical support experience
- Experience supporting desktop and laptop computers
- Experience supporting Windows 10 and Windows 11
- Experience supporting macOS and Linux; Ubuntu preferred
- Technical support experience with the Microsoft suite
- Experience using ServiceNow for incident management, problem management, and request fulfillment
- Strong customer service and end-user equipment support skills
- Strong written and oral communication skills
- Ability to obtain a Public Trust clearance
- Experience supporting a federal agency
- Bachelor's degree, preferably in Computer Science, Information Systems, or Social Science
- Experience with Active Directory
- Experience with Mobile Device Management, such as MobileIron or Ivanti
- Experience providing IT support in a healthcare or clinical environment, ideally involving connected medical devices
- Apple Certified Support Professional, Microsoft Certified Professional, CompTIA Security+, or CompTIA A+ certification
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The Company
What We Do
mPower, Inc. (mPower Software Services) is a technology services and staffing firm that provides customized IT solutions and application development. The company specializes in connecting IT professionals with the technology needs of employers and serves a diverse client base, ranging from Fortune 500 leaders to the U.S. government, notably securing prime contracts with the Federal Aviation Administration to provide comprehensive technical support services.
