IT Help Desk Technician

LOCATION

Wichita, KS

POSITION OVERVIEW

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.

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POSITION RESPONSIBILITIES

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.

CANDIDATE QUALIFICATIONS

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.

ABOUT MCI (PARENT COMPANY)

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 Iowa's 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. MCI's subsidiaries had previously made Inc. Magazine's 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 10,000+ 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.

POSITION OVERVIEW

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.

-

POSITION RESPONSIBILITIES

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.

CANDIDATE QUALIFICATIONS

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.

CONDITIONS OF EMPLOYMENT

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.

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.

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.