mPower is looking for a well-rounded Desktop Support Technician 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

Provide hardware and software support to a diversified staff and end-user population
Configure, install, and support desktops, laptops, handheld devices, printers, monitors, portable data storage devices, and other peripherals
Provide VIP desktop and User support
Configure IT devices for secure operation, including installation of security software, software updates, and other configurations as required
Provide software support for users of provided applications
Use an IT ticket system to receive and track the trouble tickets, and ensures that tickets are resolved, and closing out with the customer and in the system

### Qualifications

Bachelor’s degree along with at least one (1) year of relevant work experience in IT customer support or an Associate's degree or H.S. diploma with at least three (3) years of relevant work experience

MacOS and Apple support skills along with Windows 10/11 support experience.

Strong customer service and communication skills are key as this role involves heavy face-to-face customer support

3+ years of technical support experience in Microsoft suite

Experience using ticketing system (preferably ServiceNow)

Strong customer service and end-user equipment support skills; preferably with experience supporting VIPs

Ability to obtain a Public Trust

### Certification Requirement

It is required that the candidate hold or will be certified within 3 months of hire, one or more of the following certifications:

Jamf Certified Tech

Jamf Certified Expert

Foundation Certificate in IT Service Management (ITIL) v3 or higher

MTA: Microsoft Technology Associate

MCSA: Microsoft Certified Solutions Associate

MSCE: Microsoft Certified Solutions Expert

Apple Certified Associate – Mac Integration Basics (current or current -1 version)

Apple Certified Support Professional (current or current -1 version)

CompTIA A+ Certified Professional

CompTIA Network+ Certified Professional

CompTIA Security+ Certified Professional

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. 

Desktop Support Technician

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