Job Title: IT Helpdesk
Job Type: Full - Time
Location: On-site | Angeles, Philippines
MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry. We are seeking a skilled 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. As an IT Helpdesk Specialist, you will be responsible for assisting users with technical issues, troubleshooting hardware and software problems, and ensuring the smooth operation of our IT systems.
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 RESPONSIBILITIESKey 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. CANDIDATE QUALIFICATIONSWONDER 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:
Associate’s (or equivalent) degree in Computer Science or Information Technology from a technical school OR equivalent combination of education and experience CompTIA (A+, Network +, Server+ and Security+ certifications and/or Microsoft Certified IT Professional (MCITP) are a plus but not requiredProven 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 tasksDemonstrated ability with basic networking, and telephonyDemonstrated ability to research, plan, document, and execute complex tasks/projectsExcellent written and oral communication skillsExcellent interpersonal and customer service skillsExcellent work ethic and dedication COMPENSATION DETAILS
WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?
We offer competitive compensation packages, professional development opportunities, and a collaborative work environment that values diversity and inclusion.
PHYSICAL REQUIREMENTSThis job operates in a professional office environment. While performing the duties of this job, 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 will be regularly required to operate a computer and other office equipment, including a phone, copier, and printer. The employee may occasionally be required to move about the office to accomplish tasks; reach in any direction; raise or lower objects, move objects from place to place, hold onto objects, and move or exert force up to forty (40) pounds.
CONDITIONS OF EMPLOYMENTAll 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. REASONABLE ACCOMMODATIONConsistent 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.
EQUAL OPPORTUNITY EMPLOYERAt 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.
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.
The purpose of the above job description is to provide potential candidates with a general overview of the role. It's not an all-inclusive list of the duties, responsibilities, skills, and qualifications required for the job. You may be asked by your supervisors or managers to perform other duties. You will be evaluated in part based on your performance of the tasks listed in this job description.
The employer has the right to revise this job description at any time. This job description is not an employment contract, and either you or the employer may terminate employment at any time for any reason.
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