Level-1 Help Desk Support(6 month Contract)

Location US-OH-Mayfield
Posted Date 2 weeks ago(2/7/2018 9:40 AM)
Job ID
2018-3528
# 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  personnel is to receive phone, e-mail and ticket requests.  This person will be responsible for first level triage for Helpdesk calls tied to end-user support.

 

Responsibilities

Provide technical assistance and support related to computer systems, hardware and/or software. Respond to escalated queries and support requests both onsite and remotely, run diagnostic programs, isolate problems, and determine / implement solutions. Issues that remain unresolved are escalated to the next tier group

  • Provide Level 1 Help Desk support and resolve problems to the end user’s satisfaction
  • Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority, as well as priority level set on the ticket itself
  • Assist field sales with mobile devices, both hardware and software
  • Install, test, and configure new mobile devices, peripheral equipment and software
  • Walk staff through problem-solving process
  • Report unresolved issues to the Service Desk for escalation

 

Qualifications

Skills and Attributes Required

  • Previous Helpdesk type service work experience is necessary
  • Strong analytical and independent problem solving skills
  • Strong customer service orientation
  • Experience working in a team-oriented, collaborative environment
  • Superior attitude- consistently courteous and respectful demeanor
  • Excellent phone skills required for end user phone support
  • Attention to detail
  • Professional demeanor
  • Ability to manage confidential and proprietary company information
  • Strong ability to identify and manage issues
  • Ability to follow strict protocols while maintaining an empathetic approach in assisting the end user
  • Must display continuing skills improvement
  • Must possess excellent interpersonal (soft) skills
  • Can communicate effectively at all levels with the focus on the end user community
  • Intermediate software and remote diagnostic skills

 Experience and Educational Requirement

  • Associate technology degree or equivalent work experience (2-4 years Experience in a Support environment)
  • Technical certifications preferred and/or working toward (CompTia, Microsoft, etc.)

 

Physical Requirements

  • Sitting for extended periods of time
  • Dexterity of hands and fingers to operate a computer keyboard and mouse
  • 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
  • Monitor electronic displays for extended periods of time.
  • Ability to lift 40 lbs.

 

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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