IT Helpdesk

About the role

MCI is seeking an IT Helpdesk Specialist to join our IT support team. The ideal candidate will have a strong technical background, excellent communication skills, and a passion for providing exceptional customer service.

Responsibilities

• Provide first-level technical support to end-users via phone, email, or in-person.
• Aid users in resolving hardware and software issues, including desktops, laptops, printers, and applications.
• Diagnose and troubleshoot hardware and software problems, identifying root causes and implementing solutions.
• Escalate complex issues to the appropriate IT support teams for further investigation and resolution.
• Perform routine maintenance tasks, such as software updates, antivirus scans, and system optimizations.
• Collaborate with IT teams to ensure the overall health and security of IT systems.
• Maintain accurate records of user issues, resolutions, and troubleshooting steps.
• Update knowledge base articles and documentation to facilitate future issue resolution.
• Provide basic training to end-users on IT systems, applications, and best practices.
• Create and distribute user guides and instructional materials as needed.
• Utilize remote desktop tools to provide support to off-site users.
• Assist users with virtual private network (VPN) connectivity and remote access.
• Assist in the deployment and configuration of new hardware and software.
• Install, upgrade, and configure software applications as needed.
• Promote and enforce IT security best practices among end-users.
• Education and Training: Associate’s (or equivalent) degree in Computer Science or Information Technology from a technical school OR equivalent combination of education and experience. Proven experience in an IT helpdesk or technical support role. Strong knowledge of hardware, operating systems, and commonly used software applications. Proficiency in Excel, Five9, and other Data Processing tasks. 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

• Associate’s (or equivalent) degree in Computer Science or Information Technology from a technical school OR equivalent combination of education and experience.
• Proven experience in an IT helpdesk or technical support role.
• Strong knowledge of hardware, operating systems, and commonly used software applications.
• Proficiency in Excel, Five9, and other Data Processing tasks.
• 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.