Desktop Support Analyst

7 days ago(1/11/2018 8:03 PM)
Job ID
# Positions
Experience (Years)
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

The Desktop Support Team is accountable for the continuity of the computer services and equipment for the field user utilizing 2300+ POS terminals, 470 Servers, and over 300  personnel.  The software products supported by the Desktop Support Team include Windows Operating Systems, Microsoft Office Suite, legacy and in-house developed applications, and off-the-shelf applications. As a member of the Desktop Support Team, you will be actively involved in testing new hardware and software upgrades. 


The Desktop Support Team must research software and hardware products for applicability to the operational environment, install appropriate products, and work closely with other IT personnel to ensure continuity of service.


The duties of the Desktop Support Analyst include all levels of hardware support and software support. The Desktop Support Analyst must maintain advanced/detailed knowledge of Microsoft Windows Operating Systems (Windows 7, 8.1, 10), imaging and cloning software (Microsoft MDT), Microsoft Office (2010 and 2016) as well as PC related hardware.


  • Maintain hardware independent images for (mostly Dell) machines 
  • Coordinate installation with Operations, HR, and other IT personnel.
  • Maintain documentation on current imaging setup.
  • Test new hardware and software for potential implementation, including documentation.
  • Identify and research potential process improvement 

Local & Remote Support

  • Assist with all levels of help desk calls from the field and the Support Center for hardware & software issues as well as developed applications. Will take responsibility for all calls but will involve the appropriate personnel in the resolution.

Infrastructure Maintenance

  • Will test incoming hardware for usability and if accepted will update the hardware independent image to include the drivers for the incoming model
  • Will keep the Deployment Server up to date with the latest versions of supported software, testing as necessary
  • Will work with the Network Team to maintain and deploy security software, presently McAfee, to the Units and to the field
  • Workstation – Windows 7, Windows 8.1, Windows 10 (various revisions)
  • Server – Windows 2003 – 2012 R2
  • Productivity – Microsoft Office 2010, Microsoft Office 2016
  • Batch Files/Scripting and Command Line Utilities, VBS and PowerShell scripting
  • Microsoft Deployment Toolkit Imaging software knowledge
  • Deployment of Microsoft Installer based software with customization and transforms
  • Maintain PCI compliance by updating required software (Adobe Flash Player, Java, etc.) after a sufficient testing period
  • Ability to coordinate project related tasks
  • Strong Communication skills (Verbal & Written Documentation)
  • Highly motivated to achieve project goals
  • Ability to produce reports on progress of projects to System Support Manager and Director


  • Twice a year for 2 weeks- Rotational Duty
  • Must be available for travel outside of the state


The Analyst should also have a working knowledge of scripting (VBS and PowerShell), application packaging and distribution, application patching and how it applies to a PCI environment, and remote control software (TeamViewer).


Education and/or Experience

  • Bachelor’s Degree in Computer Science or Business related field and 6+ years’ experience in computer related support. Experience can be in place of a 4-year degree.
  • Experience working in an Information Technology Help Desk environment
  • Must be at an advanced user level with Microsoft Office Products
  • Must be a good communicator
  • Provide proof of valid driver’s license and proof of insurance
  • Candidate must successfully pass a pre-employment background investigation


  • A+ Certification is a plus
  • N+ Certification is a plus
  • MCP - Microsoft Certified Professional is a plus
  • MCAS - Microsoft Certified Applications Specialist is a plus
  • MCDST - Microsoft Certified Desktop Support Technician is a plus
  • MCSA Windows 10 - Microsoft’s Windows 10 Certified Systems Administrator is a plus
  • Certified Associate in Project Management/Professional (CAPM/PMP) Certification is a plus


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