IT Helpdesk
Mass Markets, Los Angeles, CA, United States
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.
Position
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.
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 Qualifications
Associate’s (or equivalent) degree in Computer Science or Information Technology from a technical school OR equivalent combination of education and experience
CompTIA certifications (A+, Network+, Server+, and Security+) and/or Microsoft Certified IT Professional (MCITP) 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
Demonstrated ability with basic networking and telephony
Demonstrated ability to research, plan, document, and execute complex tasks/projects
Excellent written and oral communication skills
Excellent interpersonal and customer service skills
Excellent work ethic and dedication
Compensation Details
WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION? At MCI, your hard work deserves recognition and rewards. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.
What You Can Expect From MCI
We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:
HMO Coverage plus a dependent
Rank & File: ₱100,000 coverage
Supervisors/Managers: ₱120,000 coverage
Dental Coverage
In-house dental assistance worth ₱5,000
Free meal during training
Career growth and learning
Allowances for rice, clothing, laundry and meals
Performance and loyalty bonuses
Frequent disinfection, fogging of workplace
Opportunities for growth and promotion
Employee shuttle services
Company retreats and off-site events
Sharpen your social skills while meeting awesome people
Plus, more in-office rewards, raffles, recognition gifts, and treats!
Physical Requirements
This job operates in a professional office environment. The employee will be largely sedentary and may 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 and may lift up to forty (40) pounds.
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.
Reasonable Accommodation
Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI to provide reasonable accommodations when requested by a qualified applicant or employee with a disability. If reasonable accommodations are needed, please contact Human Resources.
Equal Opportunity Employer
At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our 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, one where employees are treated with dignity and respect. All employees share in the responsibility 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 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. We also provide reasonable accommodations to qualified employees with protected disabilities to the extent required by law.
About MCI
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. MCI has grown and now employs 10,000+ individuals with 150+ diverse North American client partners across multiple brands. The purpose of this job description is to provide a general overview of the role. It is not an all-inclusive list of duties, responsibilities, skills, and qualifications. The employer reserves the right to revise this description at any time. This description is not a contract for employment, and either party may terminate employment at any time, for any reason.
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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.
Position
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.
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 Qualifications
Associate’s (or equivalent) degree in Computer Science or Information Technology from a technical school OR equivalent combination of education and experience
CompTIA certifications (A+, Network+, Server+, and Security+) and/or Microsoft Certified IT Professional (MCITP) 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
Demonstrated ability with basic networking and telephony
Demonstrated ability to research, plan, document, and execute complex tasks/projects
Excellent written and oral communication skills
Excellent interpersonal and customer service skills
Excellent work ethic and dedication
Compensation Details
WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION? At MCI, your hard work deserves recognition and rewards. Our compensation and benefits packages are designed to be competitive and to grow with you over time. Starting compensation is based on experience, and we offer a variety of benefits and incentives to support and reward our team members.
What You Can Expect From MCI
We understand the importance of balance and support, which is why we offer a variety of benefits and incentives that go beyond a paycheck. Our team members enjoy:
HMO Coverage plus a dependent
Rank & File: ₱100,000 coverage
Supervisors/Managers: ₱120,000 coverage
Dental Coverage
In-house dental assistance worth ₱5,000
Free meal during training
Career growth and learning
Allowances for rice, clothing, laundry and meals
Performance and loyalty bonuses
Frequent disinfection, fogging of workplace
Opportunities for growth and promotion
Employee shuttle services
Company retreats and off-site events
Sharpen your social skills while meeting awesome people
Plus, more in-office rewards, raffles, recognition gifts, and treats!
Physical Requirements
This job operates in a professional office environment. The employee will be largely sedentary and may 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 and may lift up to forty (40) pounds.
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.
Reasonable Accommodation
Consistent with the Americans with Disabilities Act (ADA), it is the policy of MCI to provide reasonable accommodations when requested by a qualified applicant or employee with a disability. If reasonable accommodations are needed, please contact Human Resources.
Equal Opportunity Employer
At MCI and its subsidiaries, we embrace differences and believe diversity is a benefit to our employees, our company, our customers, and our 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, one where employees are treated with dignity and respect. All employees share in the responsibility 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 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. We also provide reasonable accommodations to qualified employees with protected disabilities to the extent required by law.
About MCI
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. MCI has grown and now employs 10,000+ individuals with 150+ diverse North American client partners across multiple brands. The purpose of this job description is to provide a general overview of the role. It is not an all-inclusive list of duties, responsibilities, skills, and qualifications. The employer reserves the right to revise this description at any time. This description is not a contract for employment, and either party may terminate employment at any time, for any reason.
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