IT Support Associate

We are a global engagement and marketing agency that creates human-centric touchpoints that unleash the power of people to deliver innovation and growth.
Firm believers in the power of building community since 1987, we are helping brands, associations and not-for-profit organisations solve their key people challenges through our core expertise: Live & virtual events, Strategic & digital communications and Consulting & community solutions.
We are an independently owned agency, headquartered in Geneva, Switzerland, with a global presence of 60 offices in 31 countries.

Job Objective:

MCI USA is currently seeking a qualified, self-motivated, knowledgeable IT Professional to join the IT team. The role will be a dynamic mix of onsite support for MCI USA’s Dallas office location 2 or 3 days per week as well as remote support for our 4 other office locations and remote workers. Candidates will be responsible for monitoring and managing support tickets and providing solutions and communications in a timely manner as well as working with other IT staff members to resolve issues.

Main Responsibilities:

• Provide Level 1 technical support to include:
  • Triage, respond and manage IT tickets through our IT ticketing system
  • Password resets
  • Other general troubleshooting
  • Escalate issues internally to appropriate groups and to external vendors when applicable
• Provide Level 2 technical support to include:
  • Set up and maintain laptops and peripheral components such as monitors, keyboards, printers and copiers
  • Support and troubleshoot software issues and patch as necessary
• Other responsibilities include:
  • Train and assist staff in utilizing software, equipment, and IT systems
  • Track equipment and software licensing
  • Assist in updating and developing additional IT documentation for staff
  • Ownership and organization of Dallas office IT equipment to ensure all desks, printers and conferencing equipment is operational
  • Other duties as assigned

Job Requirements:

• Bachelor’s/Associate’s degree in Computer Science or related field or equivalent experience required
• 2-4 years of experience in IT/Tech Support
• Experience with Windows and Mac operating systems
• Reliable transportation for local travel to the Dallas/Plano office
• Experience supporting Microsoft Office Suite, Microsoft Office 365, Adobe Acrobat and Adobe creative applications is beneficial
• Strong organizational skills, tidiness of equipment
• Strong attention to detail
• Time management and the ability to handle large volume of work during busy periods
• Strong verbal and written communication skills with the ability to create relationships and partner with staff at all levels
• Strong customer service focus
• Ability to lift 50 pounds

Technical Skills:

• Experience with Windows and Mac operating systems.
• Experience supporting Microsoft Office Suite, Microsoft Office 365, Adobe Acrobat and Adobe creative applications is beneficial.
• Active directory and Azure AD familiarity
• Experience troubleshooting hardware related issues.

Benefit Summary

MCI USA is an established, family-friendly company offering outstanding benefits and significant growth opportunities.

• PTO
• 13 paid Company Holidays, including closure Christmas Eve - New Year’s Day
• 401K
• Medical, Dental, Vision and Supplementary Insurances
• Employer-paid Group Life Insurance, Short-Term and Long-Term Disability
• Employer-paid Family Building Benefit (fertility, adoption, & surrogacy)
• Employer-paid Mental Health Benefit
• Pet Discount Program

MCI is where you can bring your true self to work and be proud of what you do. Join us and make a difference!