Desktop Support Technician

About the role

MCI is seeking a Desktop Support Technician to join our dynamic team. This role offers a unique opportunity to contribute to the shaping, direction, and growth of a rapidly expanding, industry-leading organization.

Responsibilities

• Provide basic technical on-site and remote support including diagnosis of user problems related to specific supported hardware, software, and networking services provided by the IT department.
• Report directly to the director of network engineering, serving as the first point of contact for troubleshooting, technology training, and new technology needs.
• Facilitate the next level of support personnel for issues that cannot be individually resolved.
• Problem recognition, research, isolation, resolution, and follow-up for all computers and software within the organization.
• Install and configure new hardware, maintain existing hardware, and track hardware inventory in real-time.
• Operating system and software installation and configuration, maintaining an accurate software license tracking system in real-time.
• Asset management - responsible for tracking desktop hardware and software inventory in real-time.
• On-site support - participate in end-user support and problem management for all areas of the IT infrastructure.
• Clock with supervisors to provide high-quality support for new systems, projects, and upgrades.
• Other duties as assigned.

Requirements

• Desktop Support or IT Help Desk experience.
• Proficiency researching and troubleshooting complex problems and errors.
• Demonstrated ability with basic networking and telephony.
• Demonstrated ability to research, plan, document, and execute complex tasks/projects.
• Excellent written and oral communication skills.
• Excellent interpersonal and customer service skills.
• Excellent work ethic and dedication.

Qualifications

• All positive, and driven applicants are encouraged to apply.
• The Ideal candidates for this position are highly motivated and dedicated and should possess the below qualities:

• Associate’s (or equivalent) degree in Computer Science or Information Technology from a technical school OR equivalent combination of education and experience.
• CompTIA (A+, Network +, Server+ and Security+ certifications and/or Microsoft Certified Professional (MCITP) are a plus but not required.

Skills

• Desktop Support or IT Help Desk experience.
• Proficiency researching and troubleshooting complex problems and errors.
• Demonstrated ability with basic networking and telephony.
• Demonstrated ability to research, plan, document, and execute complex tasks/projects.
• Excellent written and oral communication skills.
• Excellent interpersonal and customer service skills.
• Excellent work ethic and dedication.

Benefits

At MCI, we offer a variety of benefits and incentives to support and reward our team members. These include health benefits, retirement savings programs, and a range of other perks designed to help you achieve a healthy work-life balance.

Pay

Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.

Schedule

This position operates in a professional office environment. While performing the duties of this job, the employee will be required to frequently travel about the facility moving equipment weighing up to forty (40) pounds, bending or crouching to access cables, and the ability to observe details at close range. Some time will be spent in server rooms and communications equipment spaces for installation, testing, and troubleshooting.

Company Information

MCI is one of the fastest-growing tech-enabled business services companies in the USA, with a strong call center footprint and operations that extend across multiple countries. We deliver Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across a wide range of industries, including healthcare, retail, government, education, telecom, technology e-commerce, and financial services. Our contact centers are powered by both on-site and remote agents, leveraging advanced technologies to enhance customer journeys, drive scalability, and reduce costs.

Equal Opportunity Employer

MCI is an equal opportunity employer and does not discriminate against any employee or applicant on the basis of age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. MCI will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements. MCI helps customers take on their CX and DX challenges differently, creating industry-leading solutions that deliver exceptional experiences and drive optimal performance. MCI assists companies with business process outsourcing, staff augmentation, contact center customer services, and IT Services needs by providing general and specialized hosting, software, staff, and services. In 2019, Marlowe Companies Inc. (MCI) was named by Inc. Magazine as Iowa's Fastest Growing Company in the State of Iowa and was named the 452nd Fastest Growing Privately Company in the USA, making the coveted top 500 for the first time. MCI's subsidiaries had previously made Inc. Magazine's List of Fastest-Growing Companies 15 times, respectively. MCI has ten business process outsourcing service delivery facilities in Georgia, Florida, Texas, New Mexico, California, Kansas, Nova Scotia, South Africa, and the Philippines. Driving modernization through digitalization, MCI ensures clients do more for less. MCI is the holding company for a diverse lineup of tech-enabled business services operating companies. MCI organically grows, acquires, and operates companies that have synergistic products and services portfolios, including but not limited to Automated Contact Center Solutions (ACCS), customer contact management, IT Services (IT Schedule 70), and Temporary and Administrative Professional Staffing (TAPS Schedule 736), Business Process Management (BPM), Business Process Outsourcing (BPO), Claims Processing, Collections, Customer Experience Provider (CXP), Customer Service, Digital Experience Provider (DXP), Account Receivables Management (ARM), Application Software Development, Managed Services, and Technology Services, to mid-market, Federal & enterprise partners. MCI now employs 10,000+ talented individuals with 150+ diverse North American client partners across the following MCI brands MCI BPO, MCI BPOaaS, MarketForce, GravisApps, Gravis Marketing, MarchEast, Mass Markets, MCI Federal Services (MFS), OnBrand24, The Sydney Call Center, Valor Intelligent Processing (VIP), BYC Aqua, EastWest BPO, TeleTechnology, and Vinculum. The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based on your performance of the tasks listed in this job description. The employer has the right to revise this job description at any time. This job description is not an employment contract, and either you or the employer may terminate employment at any time.