Technical IT Support Specialist

About the role

mPower, Inc. is seeking a Technical IT Support Specialist who 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.
• Working well under pressure and meeting deadlines as needed.
• Leading and tracking special projects.
• Using an IT ticket system to receive, track, and update trouble tickets, including documenting actions taken, reassigning tickets as needed, and closing them out with the customer.

Qualifications

• Bachelor’s degree and 1 year of experience, or Associate’s degree and 3 years of technical support, or a high school diploma and 5 years of technical support experience.
• Experience with current desktop and laptop computers.
• Experience supporting various operating systems, including Windows 10 and 11, macOS (ideally 14 or higher), 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; preferably with experience supporting VIPs.
• Strong written and oral communication skills.
• 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: Apple Certified Support Professional, Microsoft Certified Professional, CompTIA Security+, CompTIA A+.

Pay

$57,000 - $61,000 a year