IT DESKTOP SUPPORT

MCI is a rapidly growing, industry leading business process outsourcing and software development organization. As a high growth organization with an entrepreneurial culture we are committed to a high octane, fun and collaborative work environment. As a member of The Sydney Call Centre team you will have a high degree of responsibility and autonomy giving you a singular opportunity to make a difference is the organizations shape, direction and growth.



WHAT DOES AN IT DESKTOP SUPPORT DO?

This position provides basic technical onsite and remote support including diagnosis of user problems related to specific supported hardware, software, and networking services provided by the IT department. Reporting directly to the director of network engineering, this position serves as the first point of contact troubleshooting, technology training, and new technology needs and facilitates the next level of support personnel for issues he/she cannot individually resolve.

  • Problem recognition, research, isolation, resolution, and follow-up for all computers and software within the organization.
  • Install and configure new hardware, maintain existing hardware, and track hardware inventory in real-time.
  • Operating system and software installation and configuration and maintain an accurate software license tracking system in real-time.
  • Asset management - responsible for tracking desktop hardware and software inventory in real-time.
  • On-site support - participate in end-user support and problem management for all areas of the IT infrastructure.
  • Coordinate with supervisors to provide high-quality support for new systems, projects and upgrades.
  • Other duties as assigned.


WONDER IF YOU ARE A GOOD FIT?

Qualified candidates will be willing to learn new programs, processes and technology. Candidates should be positive, driven and confident individuals that will represent the company and its customers professionally at all times. Experience in customer care, sales or contact center role is a plus. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. The primary requirements of this position include but are not limited to the following:

  • Desktop Support or IT Help Desk experience
  • Proficiency researching and troubleshooting complex problems and errors
  • 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
  • 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 required


WANT AN EMPLOYER THAT VALUES YOUR CONTRIBUTION?

We believe that hard work should pay off, so we make sure that our compensation and total rewards are competitive. Standard starting compensation is commensurate with experience. Many positions also offer weekly, bi-weekly, or monthly bonus plans and the ability to earn daily contest earnings uploaded to a company debit card the next day or paid out on your next pay date. Regular reviews and raises are awarded based on tenure and performance, so our employees make more each year.

Employees earn generous paid time off as well as paid holidays and paid training opportunities. Regular daily, weekly and monthly incentives are part of the overall compensation our team members enjoy and include cash uploads to company issued Visa card, prizes such as computers, tablets, phones, TV’s, trips, tickets, and even cars.

In addition to our standard group benefits offering for full-time employees following 90-days of employment, all employees are eligible to opt for our MEC medical plan after only 30-days of employment. Other optional benefits include Roth IRA retirement accounts, guaranteed issue term life insurance, and whole life insurance.

BENEFITS, INCENTIVES, AND REWARDS Competitive Compensation Weekly Pay Cycles (Where Available)* Paid Time-Off Medical Benefits (Full-Time) Vision Benefits (Full-Time) Dental Benefits (Full-Time) Advancement Opportunity Work At Home Options (Contingent)* Paid New Hire Training Recognition Programs Company Debit Card (Where Available)* Paid Holidays Retirement IRA Options Guaranteed Issue Term Life Insurance Whole Life Insurance Wage and Career Progression Flexible Scheduling Options Employee Development Programs Employee Discount Program Fun, Engaging Work Environment Cash and Prize Incentives Modern Work Environment Casual Dress Code Relocation Potential

NEED A SCHEDULE THAT WORKS WITH YOUR LIFE?

We are able to offer a wide range of full-time and part-time scheduling options for qualified candidates. There are multiple shifts and weekly work hour variations available to our team members. Please ask a Talent Acquisition Specialist about the different types of creative scheduling options that are available at your location. Whether you are a busy parent, student, or just want control of your work-life balance, flexible, customized scheduling is one of the perks of working at our organization.



This 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 whle 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.


  • Must be authorized to work in their country of residence (The United States or Canada)
  • Must be willing to submit to a background and/or security investigation. 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.

As an employer supporting critical Federal, State, and Commercial clients, we have taken steps to ensure that we remain operational while taking every precaution possible to prevent the spread of COVID-19 and keep our employees safe.

Measures include social distancing for those working on-site, frequent deep cleaning and disinfecting of workstations and common areas, work-at-home option for eligible positions and programs, daily contactless temperature checks for those essential employees working on-site, travel policies limiting travel and mandatory quarantine, reporting and quarantine processes and policies for those exposed, mandatory masks when on-site employees are not at their workstation

Most local positions offer work-at-home after training on-site; however, there are specific programs that are on-site only due to security requirements. There are a limited number of 100% remote positions that do not require an on-site training period listed in the Statewide and Nationwide department categories that offer web-based Zoom training.

To help protect our candidates and employees, we ask that all on-site candidates wear a mask to interviews and training when in the common areas.

For more information on MCI’s response to COVID-19 please visit www.mci.world/covid-19.


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 for employment 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. In addition, it is the policy of MCI to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where an employee works.



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 is headquartered in Iowa City, IA, and has nine customer contact management centers, IT services, and business process outsourcing service delivery facilities in Iowa, Georgia, Florida, Massachusetts, New Hampshire, Nova Scotia, and South Dakota.
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 a 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 2,500+ talented individuals with 150+ diverse North American client partners across the following MCI brands: GravisApps, Mass Markets, MCI Federal Services (MFS), The Sydney Call Center, OnBrand24, and Valor Intelligent Processing (VIP).
MCI provides products and services under the following NAICS Codes: 511210 Software Publishers, 518210 Data Processing, Hosting, and Related Services, 519190 All Other Information Services, 524291 Claims Adjusting, 524292 Third Party Administration of Insurance and Pension Funds, 541511 Custom Computer Programming Services, 541512 Computer Systems Design Services, 541519 Other Computer Related Services, 541519 Information Technology, and Value Added Resellers, 541611 Administrative Management and General Management Consulting Services, 541613 Marketing Consulting Services, 541690 Other Scientific and Technical Consulting Services, 541990 All Other Professional, Scientific, and Technical Services, 561110 Office Administrative Services, 561320 Temporary Help Services, 561330 Professional Employer Organizations, 561421 Telephone Answering Services, 561422 Telemarketing Bureaus and Other Contact Centers, 561431 Private Mail Centers, 561440 Collection Agencies, 561499 All Other Business Support Services, 561990 All Other Support Services, 611430 Professional and Management Development Training.

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 upon 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 a contract for employment, and either you or the employer may terminate employment at any time, for any reason.


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