Service Desk Engineer – 3rd Shift

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November 14

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Mpathic

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B2B • Government • Telecommunications

Mpathic is a contact center company that integrates empathy with technology to assist premium companies and public sector stakeholders in modernizing their customer service operations. With a focus on customer reliability and empathetic communication, Mpathic helps build brand loyalty and credibility through advanced contact center technology. Established in 2020, Mpathic emerged from Virtual Service Operations during the pandemic, offering comprehensive Contact Center as a Service (CCaaS) solutions, including omnichannel stand-alone contact centers and customer support staff augmentation. The company employs a U. S. -based workforce across 42 states, known for achieving high First Call Resolution rates and a strong commitment to client values and principles.

201 - 500 employees

🤝 B2B

🏛️ Government

📡 Telecommunications

📋 Description

• Provide first-contact direct technical support for client issues (login, software, hardware) • Monitor and respond to system alerts and urgent cases • Administer and troubleshoot Windows Server environments and Active Directory • Support end-user devices, LAN/WAN environments, and corporate infrastructure • Use RMM and case tracking systems to document, track, and resolve issues • Communicate clearly with clients via voice calls, setting expectations and providing updates • Collaborate with internal teams and third-party vendors for issue resolution • Follow documented procedures and contribute to process improvements

🎯 Requirements

• 0–3 years of IT support experience (or equivalent aptitude) • Empathetic, client-first mindset with strong interpersonal skills • High attention to detail and ability to follow structured processes • Strong troubleshooting skills in Windows OS, Microsoft 365, and standard IT issues • Familiarity with Active Directory, Azure AD, DNS, DHCP, RDS, and PowerShell • Excellent written and verbal communication skills • Demonstrated interest in continuous learning and technical growth • Prior experience in a Windows System Administration or IT Service Desk role preferred • Experience with virtualization (VMware or Hyper-V) and remote PC management preferred • Certifications: CompTIA A+, Network+, Server+, Microsoft 365 Fundamentals, ITF+ preferred

🏖️ Benefits

• Work from the comfort of your home with all equipment provided • Be part of a high-impact team supporting critical IT operations • Competitive pay with additional compensation for overnight work • Opportunities for growth and skill development in a fast-paced environment