Help Desk Specialist

• 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.

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., * Bachelor’s 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 bachelor’s 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.