HelpDesk Technician( Spanish/English speaking) - Level 1

US-MI-Grand Rapids
3 weeks ago
Job ID
2017-3409
# Positions
1
Experience (Years)
2
Category
Information Technology

Company Overview

MCPc is a technology logistics company that helps clients empower their employees to work from anywhere and on any device through innovative end point computing architectures.

 

The company’s heritage as a top 100 solution integrator and unique anyplace workspace ideology has positioned it to become a thought leader in the rapidly expanding next generation Internet of Things (IoT) marketplace.

 

As customers continue to expand their use of connected devices, MCPc will also continue to deploy and develop enhanced services around managing the intelligent device life-cycle in a proactive and efficient fashion. Headquartered in Cleveland and with branch locations across the Midwest, MCPc provides custom solutions for the three biggest issues facing customers today: Logistics, the Secured Client and Workspace Transformation. These three offerings make up the core of the Anyplace Workspace ®, our answer to the Internet of Things and PC-as-a-Service.

 

MCPc is proud to be an equal opportunity employer, focused on recruiting and retaining top talent at every level. We employ premier associates in the industry who deliver value and support to our growing customer base. In order to ensure MCPc is holding itself to the highest level of security, as a trusted and premier endpoint solutions provider, all new employees must undergo our standard background check and drug screen test for pre-employment purposes.

 

As a NorthCoast 99 winner for 8 consecutive years, MCPc is consistently recognized as one of Northeast Ohio’s best places to work. MCPc offers a comprehensive benefits package which includes optional Medical, Dental, Vision, Short Term Disability, 401k, Voluntary Life Insurance (for you and your family), Group Accident and Critical Illness Insurances as well as company-paid Life and Long Term Disability Insurances. We also offer Paid Time Off, Paid Holidays, a Wellness Program and other perks to take advantage of through our strategic partnerships!

 

 

Position Overview

The role of the Help Desk Agent-Technician is to manage incoming phone, e-mail and ticket requests from the end user community who require computer or systems assistance.  This includes receiving, prioritizing, documenting, and actively resolving end user help requests.  Problem resolution may involve the use of diagnostic and remote tools and well as ticket tracking tools.  The agent will be able to handle any system access including resetting passwords, creating user accounts, folders, groups, and file accesses, as well as help at the desktop level for standard applications such as, Microsoft Office (Word, Excel, Power Point, MS Project. and Access), Adobe Acrobat, Net Meeting, and anti- virus software. The agent will input and track service event tickets through the life cycle of the ticket, which includes opening to closing the ticket.  

Responsibilities

  • Resolve 1st Level end user support requests
  • Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
  • Perform basic to intermediate level phone support for MS Office products, the Microsoft and other operating system software’s (OS), system connectivity, network printing, etc 
  • Perform password resets for approved network systems
  • Perform remote management of user’s PC to resolve basic to intermediate level support calls
  • Escalate higher level support calls to the appropriate support department(s) and personnel
  • Monitor all open calls in the ticket tracking system, including calls sent to other support departments and provide follow-up with the end user
  • Provide inventory management responsibilities for consumable items and provide inventory reporting to management as needed
  • Have knowledge of computer imaging tools and perform software installation for PC equipment
  • Provide basic Desktop, Laptop and Printer break fix repair processes
  • Provide installation and deployment processes for PC- Laptop and peripheral equipment

Key Outcomes of the Position

 

  • As a Premier provider of Support Services, MCPc strives for the “Center of Excellence” methodology by placing the client first and maintaining the highest level of integrity of Customer Service as core principles
  • Provide high quality help desk support to each end user by assisting them with managing and resolving IT related support needs, to minimize delays related to technical issues across the organization
  • Provide the end user with helpful resolutions to assist them with daily support needs and requirements
  • Strive to follow the MCPc Mission Vision of   “We make doing Business easier

Qualifications

Skills and Attributes Required

 

  • Must Speak Fluent Spanish
  • Attention to detail
  • Professional demeanor
  • Ability to manage confidential and proprietary company information
  • Strong customer-service orientation
  • Experience working in a team-oriented, collaborative environment
  • Strong ability to identify and manage service issues
  • Ability to follow strict protocols while maintaining an empathetic approach in assisting the end user
  • Must be a quick learner
  • Must possess  excellent interpersonal (soft ) skills
  • Excellent phone skills required for end user phone support
  • Can communicate effectively at all levels with the focus on the end user community
  • Basic to intermediate proficiency in Desktop/ Laptop hardware repair
  • Ability to travel locally as needed

 

Experience and Educational Requirement

 

  • Associate technology degree or equivalent work experience

          (1- 2 years’ experience in a Customer Service environment)

  • Technical certifications preferred and/or working toward (Comp Tia, Microsoft, etc.)

 

Physical Requirements

  • Sitting for extended periods of time
  • Dexterity of hands and fingers to operate a computer keyboard and mouse
  • Working conditions are normal for an office environment
  • Majority of the time will be spent on the phone and sitting at a computer
  • Lifting and transporting of moderately heavy objects, such as computers and peripherals
  • Ability to lift 40lbs

This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to follow any other job related instructions and to perform other job related duties requested by their supervisor.

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