IT Help Desk Technician

IT Help Desk Technician

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.

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.

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:

• 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.

Conditions of Employment

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

Physical Requirements

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.

Reasonable Accommodation

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.

Diversity and Equality

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 person's 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 MCI's 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 ordinances. MCI 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 characteristics. We adhere to these principles in all aspects of employment, including recruitment, hiring, training, compensation, promotion, benefits, social and recreational programs, and discipline. In addition, MCI's 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.