Senior Desktop Support Technician

US-OH-Valley City
1 month ago
Job ID
2017-3430
# Positions
1
Experience (Years)
3
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

As a Senior Desktop Support Technician on our customer's Service Desk team, you will provide 1st Tier, some 2nd Tier and back-up Executive support for our customer's employees and contractors.  You should have intimate knowledge of the Windows 7 and Windows 10 client desktop and a desire to expand your knowledge into more advanced areas of the desktop and supporting Microsoft technologies & infrastructure.

 

This Service Desk team provides global support to our customer's employees.  The Service Desk performs troubleshooting/triage in areas such as laptop/desktop hardware issues, AD Users & Computers administration, network printers, Ethernet and Wi-Fi connections.  Additionally, the Service Desk supports basic troubleshooting of Microsoft Office and Microsoft Office 365 products, Internet Explorer, AS400/I-Series account maintenance, Skype & end-user VOIP hardware, MS-Exchange, MS SCCM client, along with other internal systems.  A Senior Desktop Support Technician's primary responsibility is incident/request resolution.  Employee Incidents & Requests are submitted via phone call or self-service portal. 

Responsibilities

The candidate that fills this role must have excellent skills in the following areas: customer service, remote troubleshooting, and documentation. A Senior Desktop Support Technician is expected to resolve most issues with First Contact Resolution which can take place via telephone support, live chat session, and/or remote assistance.  You should be able to comfortably walk users through basic and intermediate Windows steps- both operational and troubleshooting- without needing to see their screen.  You should have an excellent understanding of the underlying functions of Windows 7 and Windows 10, such as but not limited to knowing the difference between apps/processes/and services, troubleshooting TCP/IP, a firm understanding of network shares and folder securities, domain controllers & replication, and utilizing the MMC when needed.  If you are unable to resolve an issue, you should be able to clearly communicate this to the employee in a timely fashion and document your work for escalation.

 

Other job duties and key traits required for this position: 

  • Ability to multi-task and prioritize issues and project tasks
  • Self-directed and strong communicator with ability to drive incident resolution
  • Ability to think beyond the basic issue or request as submitted in order to determine/resolve root cause
  • Strong documentation skills, both written and screenshots (SnagIt and/or Problem Steps Recorder).

Qualifications

Specialized Knowledge/Skills:

  • 6 years proven experience in supporting Windows clients on a network utilizing domain controllers
  • 3 years’ experience working on a multi-person support team using an established ticket tracking system
  • 3 years supporting MS Exchange Server: Permissions, Dynamic DGs, Resource Mailboxes, Exports
  • Understanding IT infrastructure philosophies dealing with Incident/Request, Problem Mgmt, Change Control

Experience/Educational Requirements:

  • 10+ years supporting Windows clients connected to a Microsoft domain
  • Experience interfacing with midrange systems such as IBM AS/400, I-Series systems
  • Understanding the basics of Cisco VPN architecture (AnyConnect, AD authentication, ACLs, etc)
  • Understanding the basics of SCCM client functionality, server reports, software & image deployment
  • Understanding the basics of MS SharePoint
  • MS MCSA certification (ex: 680, 685, 686 tests)
  • ITIL Certified or an understanding of ITIL philosophies a plus
  • Agile or LSS certifications a plus

Work Environment:

This position will be based out of Valley City, Ohio and will report to the IT Service Desk Manager in the same office.  Ability to sit or stand for extended period is required.  Also, the ability to lift 40 lbs. maybe required.

 

Scheduled hours:

  • Scheduled hours are Monday – Friday and can be between 4:00am – 6:00pm.
  • A 24x7 on-call rotation exists.

Travel:

Travel to other locations of our customer may be requested

 

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