Technical Solutions Expert
2 days ago
MCI is a leading provider of tailored solutions to meet the diverse needs of its clients. We are seeking a skilled IT Support Specialist to join our team.
The ideal candidate will have a strong technical background, excellent communication skills, and a passion for providing exceptional customer service. As an IT Support 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.
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.
- Associate's degree in Computer Science or Information Technology from a technical school OR equivalent combination of education and experience.
- CompTIA A+, Network+, Server+, Security+ certifications 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; strong research, planning, documentation, and execution skills.
- Excellent written and oral communication skills; excellent interpersonal and customer service skills.
- Excellent work ethic and dedication.
We offer a competitive compensation package designed to reward hard work and support growth. Benefits include HMO coverage, dental coverage, free meals during training, career growth and learning opportunities, allowances for rice, clothing, laundry, and meals, performance and loyalty bonuses, frequent disinfection and workplace safety measures, employee shuttle services, company retreats and off-site events, social engagement and recognition programs, and more.
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