IT Help Desk Technician

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.

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.

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.