Desktop Support, Service Desk Engineer

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Mpathic

WebsiteLinkedInAll Job Openings

201 - 500 employees

🤝 B2B

🏛️ Government

📡 Telecommunications

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.

📋 Description

• Perform Microsoft Windows Server administration in an Active Directory environment for multiple organizations • Provide administration and maintenance of end users' computers and associated systems in various LAN/WAN environments • Operating System installation for Windows Servers and Desktop systems • Isolate and resolve hardware and software problems involving the applications, the operating system, the hardware, the communications infrastructure, or any combination therefore • Contribute to computer and network security using a variety of security-based software products and hardware appliances • Provide corporate networking and infrastructure device(s) support, especially as it relates to the end user devices • Provide 2nd and 3rd level contact and problem resolution to hardware, software and applications issues for customers • Resolve user-reported technical issues using available resources while following documented procedures and policies • Explain computer and software operations to technical and non-technical users • Document, track and monitor the problem to ensure a timely resolution with our internal systems (RMM and case tracking systems) • Serve as liaison between customers and external support staff to assure accurate problem interpretation. Maintain communication with customers during the problem resolution process • Work with third party IT vendors, providing management and oversight • Perform other duties as assigned

🎯 Requirements

• 3-5 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

• Competitive pay and benefits with discretional performance bonuses • Work from the comfort of your home with all equipment provided • Opportunities for growth and skill development in a fast-paced environment