Desktop Support Technician

Position 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.

We’re looking for a customer-focused and technically skilled Desktop Support Technician to join our IT team. In this role, you’ll provide both on‑site and remote technical support, ensuring employees have the tools and technology they need to perform at their best. You’ll serve as the first point of contact for IT support, diagnosing and resolving hardware, software, networking, and telephony issues while delivering exceptional customer service.

This is an excellent opportunity for someone who enjoys troubleshooting, collaborating with others, and contributing to the continuous improvement of our IT environment.

• Provide first‑line technical support for hardware, software, networking, and telephony‑related issues.
• Diagnose, troubleshoot, resolve, and follow up on technical incidents in a timely manner.
• Install, configure, maintain, and upgrade desktop computers, laptops, peripherals, and other IT equipment.
• Install, configure, and maintain operating systems and business applications.
• Manage desktop hardware and software assets, ensuring inventory and software licensing records remain accurate and up to date.
• Support end users both remotely and on‑site across the organization.
• Escalate complex technical issues to senior IT support or engineering teams when required.
• Coordinate with supervisors and IT teams to support new technology deployments, upgrades, and infrastructure projects.
• Maintain clear documentation of incidents, resolutions, assets, and technical procedures.
• Assist with user training and provide guidance on technology best practices.
• Perform additional duties as assigned.

• Previous experience in Desktop Support, IT Help Desk, or a similar technical support role.
• Strong troubleshooting and problem‑solving skills with the ability to research and resolve complex technical issues.
• Working knowledge of Windows operating systems, desktop hardware, software installation, networking fundamentals, and telephony systems.
• Experience with hardware installation, configuration, maintenance, and asset management.
• Ability to plan, document, and execute technical tasks and projects effectively.
• Excellent written and verbal communication skills.
• Strong customer service, interpersonal, and organizational skills.
• Demonstrated ability to work independently while managing multiple priorities.
• Associate’s degree (or equivalent) in Computer Science, Information Technology, or a related technical field, or an equivalent combination of education and practical experience.
• CompTIA A+, Network+, Server+, Security+, Microsoft Certified Professional (MCITP), or similar certifications are advantageous but not required.

This job operates in a professional office environment. While performing the duties of this job, the employee will be required to frequently travel about the facility moving equipment weighing up to forty (40) pounds, bending or crouching to access cables, and the ability to observe details at close range. Some time will be spent in server rooms and communications equipment spaces for installation, testing, and troubleshooting.

• Must be authorized to work in the country where the job is based.

• Must be…