Systems Administrator

MCI USA is seeking a qualified, self-motivated IT professional to join the IT team. This role involves a dynamic mix of onsite support for MCI USA and remote support for four other office locations and remote workers.

About the role

Compensation: $28.84–33.65 hourly, based on relevant experience and skills.

Responsibilities

• Provide day-to-day IT support to staff across remote locations, ensuring timely resolution of technical issues.
• Manage and respond to IT support tickets, including troubleshooting hardware, software, and access issues.
• Escalate complex issues to internal teams or external vendors as needed.
• Track ticket volume, resolution time, and recurring issues to identify trends and improvement areas.
• Report on IT support performance against agreed service levels.
• Support users across Windows and Mac operating systems, Microsoft 365 applications, and collaboration tools.
• Manage user accounts, including onboarding, offboarding, access provisioning, and password resets.
• Assist in maintaining system functionality and performance through troubleshooting and updates.
• Onboard and offboard Microsoft 365 tenants and other client tools/software.
• Set up, configure, and maintain laptops, desktops, and peripheral equipment (monitors, printers, conference room equipment).
• Track and manage IT equipment inventory and software licensing.
• Ensure all office IT equipment is operational and properly maintained.
• Manage equipment procurement requests and coordinate replacement/disposal of aging hardware.
• Ensure secure data wiping and disposal of retired equipment.
• Troubleshoot VPN, Wi-Fi, and remote connectivity issues for distributed staff.
• Support and maintain network equipment (routers, switches, firewalls) across office locations.
• Coordinate with ISPs or network vendors on outages/connectivity issues.
• Support enforcement of IT security policies, including endpoint protection, MFA, and access controls.
• Monitor for and escalate potential security incidents (phishing, suspicious access, data loss).
• Support compliance with data privacy requirements relevant to client and staff data.
• Manage relationships with IT vendors and service providers as needed (support contracts, renewals, SLAs).
• Track software licensing costs and renewal dates to avoid lapses or overspend.
• Support data backup processes and assist with disaster recovery procedures as needed.
• Assist in maintaining business continuity plans for IT systems.
• Assist in developing and maintaining IT documentation, including user guides and internal procedures.
• Support process improvements to enhance efficiency and consistency in IT support services.
• Provide basic training and guidance to staff on systems, tools, and IT best practices.
• Support onboarding of new employees, including setup and orientation to IT systems.
• Perform all other duties as assigned.

Requirements

• Bachelor’s or Associate’s degree in Computer Science or related field, or equivalent experience.
• 2–4 years of experience in IT/Tech Support.
• Experience with Windows and Mac operating systems.
• Reliable transportation for local travel to MCI offices.
• Experience supporting Microsoft Office Suite, Microsoft Office 365, Adobe Acrobat, and Adobe Creative applications (beneficial).
• Microsoft 365 Administration (Exchange Online, Entra, Intune) required.
• Domains and DNS management (GoDaddy, Cloudflare) required.
• Strong organizational skills and attention to detail.
• Time management and ability to handle a large volume of work during busy periods.
• Strong verbal and written communication skills with the ability to build relationships and partner with staff at all levels.
• Strong customer service focus.
• Ability to lift 50 pounds.

Skills

• Strong problem-solving skills with ability to troubleshoot and resolve technical issues efficiently.
• Ability to manage multiple support requests and prioritize work effectively.
• Strong communication skills, with the ability to explain technical issues to non-technical users.
• High attention to detail and commitment to accuracy.
• Customer service mindset with focus on responsiveness and user satisfaction.
• Ability to work independently while collaborating with internal teams and vendors.
• Experience with Windows and Mac operating systems.
• MSP experience preferred.
• Active Directory and Azure AD familiarity.
• Experience troubleshooting hardware-related issues.

Benefits

• 13 paid company holidays, including closure from Christmas Eve through New Year’s Day.
• 401K.
• Medical, dental, vision, and supplementary insurances.
• Employer-paid group life insurance, short-term and long-term disability.
• Employer-paid family-building benefit (fertility, adoption, and surrogacy).
• Employer-paid mental health benefit.
• Pet discount program.

MCI USA is an established, family-friendly company offering outstanding benefits and significant growth opportunities.