Desktop Support Technician

MCI - Iowa City, IA


Mass Markets 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 Mass Markets 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.

Work full-time Monday through Friday. For qualified candidates, flexible scheduling is available. This position will require some weekends. Please apply and reach out to one of our talent acquisition specialists for more information.


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.


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


At Mass Markets we believe that hard work should pay off, so we make sure that our compensation and total rewards are exceptional. Our people are not just employees; they are our most important resource! Standard starting compensation includes a base hourly wage commensurate with experience, an hourly attendance bonus, and a weekly performance bonus. 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 holiday’s 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.

All employees are eligible for MEC medical plans after 30 days and group medical, dental and vision benefits after 90 days. Optional Roth IRA retirement accounts, Term Life Insurance and Whole Life Insurance plans are available to all employees each open enrollment period.

Total Rewards Breakdown

Competitive Starting Compensation

Weekly Bonus Opportunity

Daily Contest Payouts

Weekly Pay Cycles

Paid Time-Off

Full-Benefits (Medical, Dental, Vision)

Multiple Job Types to Choose From

Growing Company with Fortune 50 Clients

Paid New Hire and Continuous Improvement Training

Daily, Week, and Quarterly Recognition

Company Debit Card (With Daily Cash Uploads)

Paid Holidays

Retirement IRA Options

Guaranteed Issue Term Life Insurance

Whole Life Insurance Investment Options

Regular Raises and Career Progression

Flexible Scheduling Options

Employee Development and Advancement Programs

Employee Discount Program

Fun, Engaging Work Environment

Cash and Prize Incentives

Modern Work Environment

Casual Dress Code

Relocation Potential


Mass Markets, an MCI Company, is a world leader in advanced, tech-enabled B2B, B2C and H2H contact center telesales, customer care and digital services. With a culture built on customer experience, we are committed to excellent customer interactions that create value for our clients. Since 2003, Mass Markets has delivered innovative, high-impact, agile, scalable, and compliant business process outsourcing services with superior quality and performance. People-powered and tech-enabled, we SAVE, SELL and SERVICE across the customer life-cycle; we SOLVE complex people, process, and technology challenges.

Mass Markets is proud to be an equal opportunity employer. We will not discriminate against any applicant or employee on the basis of age, race, color, creed, religion, sex, sexual orientation, gender, gender identity or expression, medical condition, national origin, ancestry, citizenship, marital status or civil partnership/union status, physical or mental disability, pregnancy, childbirth, genetic information, military and veteran status, or any other basis prohibited by applicable federal, state or local law. Mass Markets will consider for employment qualified applicants with criminal histories in a manner consistent with local and federal requirements.


MCI is the Parent Company for the following businesses: Gravis Apps, Mass Markets, OnBrand24, and ValorIP. MCI acquires and operates companies that provide tech-enabled BPO CX services, software applications, and technology to mid-market & enterprise customers. MCI is a multi-faceted tech-enabled business services supplier with a synergetic product and services portfolio and an expert leadership team. Our focus is on the development and delivery of dynamic technology, human capital, and professional services.