IT Help Desk Technician

At MCI we are committed to fostering an environment where professionals can build meaningful careers access continuous learning and development opportunities and contribute to the success of a globally expanding industry-leading organization.

We are seeking a reliable service-oriented and technically capable IT Help Desk Technician to join our IT team and provide day-to-day technical support to employees across the business. The successful candidate will be responsible for supporting end users with hardware software operating systems connectivity and access-related issues ensuring that employees have the technology and support they need to work effectively.

This role will suit someone who enjoys troubleshooting working directly with users and resolving technical problems in a fast-paced environment. The ideal candidate will have a practical understanding of Windows environments computer hardware basic networking and help desk processes together with strong communication and customer service skills.

To be considered for this role you must complete a full application on our company careers page including all screening questions and a brief pre-employment test.

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Key Responsibilities:

• Set up configure and image new laptops desktop computers and other IT equipment.
• Install configure and update operating systems software and applications.
• Diagnose and resolve common hardware issues involving computers screens keyboards printers and peripherals.
• Monitor manage and respond to IT help desk tickets within required timeframes.
• Troubleshoot basic network Wi-Fi VPN and connectivity issues.
• Create and manage user accounts and basic access permissions.
• Provide first-line technical support and guidance to employees.
• Maintain accurate records of support requests equipment and troubleshooting activities.
• Escalate complex technical issues to the appropriate IT team when required.
• Assist with employee onboarding offboarding equipment deployment and other IT-related activities.

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION

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:

• High School Diploma or equivalent.
• At least 1 year of experience in IT support help desk desktop support or a related role.
• Working knowledge of Windows operating systems and common business applications.
• Basic understanding of computer hardware and networking including TCP/IP Wi-Fi and VPN.
• Experience using help desk or IT ticketing systems.
• Strong troubleshooting problem-solving and attention to detail.
• Good customer service and communication skills.
• Ability to work independently and effectively in a fast-paced environment.
• Relevant IT qualification or certification would be advantageous.

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 Iowas 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. MCIs subsidiaries had previously made Inc. Magazines 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 10000 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.

At MCI we are committed to fostering an environment where professionals can build meaningful careers access continuous learning and development opportunities and contribute to the success of a globally expanding industry-leading organization.

We are seeking a reliable service-oriented and technically capable IT Help Desk Technician to join our IT team and provide day-to-day technical support to employees across the business. The successful candidate will be responsible for supporting end users with hardware software operating systems connectivity and access-related issues ensuring that employees have the technology and support they need to work effectively.

This role will suit someone who enjoys troubleshooting working directly with users and resolving technical problems in a fast-paced environment. The ideal candidate will have a practical understanding of Windows environments computer hardware basic networking and help desk processes together with strong communication and customer service skills.

To be considered for this role you must complete a full application on our company careers page including all screening questions and a brief pre-employment test.

-

Key Responsibilities:

• Set up configure and image new laptops desktop computers and other IT equipment.
• Install configure and update operating systems software and applications.
• Diagnose and resolve common hardware issues involving computers screens keyboards printers and peripherals.
• Monitor manage and respond to IT help desk tickets within required timeframes.
• Troubleshoot basic network Wi-Fi VPN and connectivity issues.
• Create and manage user accounts and basic access permissions.
• Provide first-line technical support and guidance to employees.
• Maintain accurate records of support requests equipment and troubleshooting activities.
• Escalate complex technical issues to the appropriate IT team when required.
• Assist with employee onboarding offboarding equipment deployment and other IT-related activities.

WONDER IF YOU ARE A GOOD FIT FOR THIS POSITION

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:

• High School Diploma or equivalent.
• At least 1 year of experience in IT support help desk desktop support or a related role.
• Working knowledge of Windows operating systems and common business applications.
• Basic understanding of computer hardware and networking including TCP/IP Wi-Fi and VPN.
• Experience using help desk or IT ticketing systems.
• Strong troubleshooting problem-solving and attention to detail.
• Good customer service and communication skills.
• Ability to work independently and effectively in a fast-paced environment.
• Relevant IT qualification or certification would be advantageous.

All MCI Locations

• Must be authorized to work in the country where the job is based.

Subject to the program and location of the position

• Must be willing to submit up to a LEVEL II background and/or security investigation with a fingerprint. Job offers are contingent on background/security investigation results.
• Must be willing to submit to drug screening. Job offers are contingent on drug screening results.

This job 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.

Consistent with the Americans with Disabilities Act (ADA) it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed please contact Human Resources.

At MCI and its subsidiaries we embrace differences and believe diversity benefits our employees company customers and community. All aspects of employment at MCI are based solely on a persons merit and qualifications. MCI maintains a work environment free from discrimination where employees are treated with dignity and respect. All employees are responsible for fulfilling MCIs commitment to a diverse and equal-opportunity work environment.

MCI 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 will consider qualified applicants with criminal histories for employment in a manner consistent with local and federal requirements.

MCI will not tolerate discrimination or harassment based on any of these adhere to these principles in all aspects of employment including recruitment hiring training compensation promotionbenefits social and recreational programs addition MCIs policy is to provide reasonable accommodation to qualified employees with protected disabilities to the extent required by applicable laws regulations and ordinances where an employee works.

This job 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.

Consistent with the Americans with Disabilities Act (ADA) it is the policy of MCI and its affiliates to provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment. If reasonable accommodations are needed please contact Human Resources.