Descripción de la oferta
We are seeking an IT Helpdesk Specialist to join our IT support team. The ideal candidate will have a strong technical background, excellent communication skills, and a passion for providing exceptional customer service.
Key Responsibilities
Provide first‑level technical support to end‑users via phone, email, or in‑person.
Assist users in resolving hardware and software issues, including desktops, laptops, printers, and applications.
Walk users through step‑by‑step solutions and provide timely resolutions.
Diagnose and troubleshoot hardware and software problems, identifying root causes and implementing solutions.
Escalate complex issues to the appropriate IT support teams for further investigation and resolution.
Perform routine maintenance tasks, such as software updates, antivirus scans, and system optimizations.
Collaborate with IT teams to ensure the overall health and security of IT systems.
Maintain accurate records of user issues, resolutions, and troubleshooting steps.
Update knowledge base articles and documentation to facilitate future issue resolution.
Provide basic training to end‑users on IT systems, applications, and best practices.
Create and distribute user guides and instructional materials as needed.
Utilize remote desktop tools to provide support to off‑site users.
Assist users with virtual private network (VPN) connectivity and remote access.
Assist in the deployment and configuration of new hardware and software.
Install, upgrade, and configure software applications as needed.
Promote and enforce IT security best practices among end‑users.
Educate users on phishing threats, password management, and other security concerns.
Qualifications
Associate’s degree in Computer Science or Information Technology, or equivalent combination of education and experience.
CompTIA A+, Network+, Server+, Security+ or Microsoft Certified IT Professional (MCITP) certifications are a plus but not required.
Proven experience in an IT helpdesk or technical support role.
Strong knowledge of hardware, operating systems, and commonly used software applications.
Proficiency in Excel, Five9, and other data processing tasks.
Basic networking and telephony skills.
Ability to research, plan, document, and execute complex tasks or projects.
Excellent written and oral communication skills.
Excellent interpersonal and customer service skills.
Strong work ethic and dedication.
Other Requirements
Must be authorized to work in the country where the job is based.
Must be willing to submit to a Level II background and/or security investigation with a fingerprint; job offers are contingent on the results.
Must be willing to submit to drug screening; job offers are contingent on the results.
Compensation & Benefits
Competitive base salary based on experience.
Health insurance (HMO coverage and dependent coverage).
Dental coverage.
Technology assistance and meal programs.
Performance and loyalty bonuses.
Frequency of workplace disinfection and safety measures.
Opportunities for career growth, promotions, and learning.
Employee shuttle services and company retreats.
Other in‑office rewards and recognition.
Work Environment
This job operates in a professional office environment. The employee will be largely sedentary and will be required to sit/stand for long periods while using a computer and telephone headset. The employee may occasionally be required to move about the office, reach, raise, lower objects, or move up to forty (40) pounds.
All aspects of employment at MCI are based solely on a person's merit and qualifications. MCI maintains a work environment free from discrimination and provides equal opportunity to all qualified applicants. Consistent with the Americans with Disabilities Act (ADA), MCI and its affiliates provide reasonable accommodations when requested by a qualified applicant or employee with a disability unless such accommodations would cause undue hardship.
MCI does not discriminate on the basis of any protected characteristic and will consider qualified applicants with criminal histories in a manner consistent with local and federal requirements. MCI will not tolerate discrimination or harassment based on any of these characteristics.
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