Level 2 Desktop Support Technician

US-Erie, PA
2 weeks ago(1/2/2018 9:07 AM)
Job ID
2017-3497
# 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 lifecycle in a proactive and efficient fashion. Headquarted 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

This position will serve as a "Floating Technician" for End-User and possible Network/Server Support.  The person will troubleshoot problem areas (in person, by telephone, remotely or via e-mail) in a timely and accurate fashion, and provide end-user assistance where required. This is a senior level technical support position providing advanced diagnostics and repairs on servers, networks, firewalls, archival systems, desktop, laptop computers, and other peripheral devices. This position will require travel to multiple clients' sites.

 

End-user support will focus on laptop, PC and peripheral support. This includes installing, diagnosing, repairing, maintaining, and upgrading all PC hardware and equipment to ensure optimal workstation performance.

Responsibilities

Key Tasks and Responsibilities

  • Provided infrastructure and desktop level support via onsite or remote for MCPc customers.
  • Work directly with customer to fully understand expectations for projects, deliver results and maintain a clear line of communication
  • As needed - Install, configure, and troubleshoot infrastructure and end-point devices with end-user’s systems
  • Record, track, and document incident requests, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Escalate and work within defined process to provide timely customer support and escalate appropriately to departments
  • Execute other assigned tasks as delegated by appropriate customer and management team
  • Responsibilities for identifying and communicating within MCPc new opportunities tied to on-site support.
  • Develop and maintain documentation and communications related to ‘best practices’ for customer/partner audience.
  • Communicate customer and vendor/partner feedback to senior management as necessary.

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
  • Strive to follow the MCPc Mission Vision.
  • Ensure high levels of customer satisfaction of assigned Staffing Service clients
  • Highest level of communication to internal and external customers for assigned customers and for the entire team’s customer base as a whole.

Qualifications

Skills and Attributes Required

  • Troubleshoot, configure, install, and repair computer technology hardware and software including servers, networks, firewalls, archival systems, switches, laptops, desktops and printers.
  • Must possess a variety of networking, server and desktop concepts, practices, and procedures.
  • Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures
  • Ability to multi-task in a fast-paced environment utilizing time management skills and attention to detail
  • Ability to diagnose and troubleshoot via remote access tools.
  • A terrific positive attitude, self-motivated and strong work ethic are required.
  • Experience providing customer with consultative IT methodologies and metric reviews
  • Strong ability to communicate well both verbally and in writing to customers, internal staff members and management
  • Professional demeanor
  • Ability to manage confidential and proprietary company information
  • Experience working in a team-oriented, collaborative environment
  • Ability to travel locally in OH. and PA. as needed

Experience and Educational Requirement

  • 4-Year degree desired in the field of computer technology and/or years equivalent work experience (5+ years in a technical/customer support environment)
  • Minimum three (3) to five (5) years of experience working with enterprise level customer network infrastructure technology in a multi-facility, geographically dispersed environment that included LAN/WAN design and management. 
  • Proven work experience in the following areas: Routers, Switches, Firewalls, NAC, Proxies, Remote access, Wireless (Autonomous and LWAPP), Exchange, Active Directory, Windows Server, Virtualization, SAN, Security, Backup, Archiving.
  • SCCM and VMware experience a plus
  • Certifications: Network certifications and A+, MCTS, MCDST preferred
  • Specific manufacturer Certifications: (Lenovo, Dell, Apple, HP) preferred.
  • Provides mentoring on technical issues, process, and procedures to end users and the customers
  • ConnectWise, Great Plains or other incident management software experience desired
  • Reliable transportation with good driving record (less than 6 pts.) throughout the entirety of employment required.

Physical Requirements

  • 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, walking and sitting at a computer
  • Lifting and transporting of moderately heavy objects, such as computers and peripherals
  • Ability to lift 40lbs

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