IT Helpdesk

Position Overview

MCI is one of the fastest-growing tech-enabled business services companies in the USA, delivering Customer Experience (CX), Business Process Outsourcing (BPO), and Anything-as-a-Service (XaaS) cloud technology solutions across various industries. The IT Helpdesk Specialist will play a crucial role in supporting users with technical issues and maintaining the smooth operation of IT systems.

Position Responsibilities

• Provide first-level technical support to end-users via phone, email, or in-person.
• Assist users in resolving hardware and software issues, including desktops, laptops, printers, and applications.
• Walk users through step-by-step solutions and provide timely resolutions.
• 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.
• Aid 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.
• Educate users on phishing threats, password management, and other security concerns.

Candidate 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.