• OSC Analyst I

    Location US-OH-Cleveland
    Posted Date 3 weeks ago(3 weeks ago)
    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 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 OSC (Operations Service Center) Analyst to be responsible for proactive service monitoring and reactive customer request management. The position operates on a rotating schedule in support of operations 24 hours a day, 7 days a week. The successful candidate will be available to work a variety of shifts.


    • Monitor Alerts/Alarms and Incident tickets for IT infrastructure of various customer’s enterprise networks
    • Answer incoming calls, triage and solve a variety of helpdesk inquiries.
    • Follow established procedures for troubleshooting
    • Execute scripts and commands specified in the troubleshooting procedures
    • Escalate issues to Subject Matter Experts(SMEs), Continuous Support Engineers (CSE), and supervisors based on established procedures
    • Follow up with Escalation path to ensure resolution of issues
    • Document all activities diligently as specified



    Technical knowledge:

    • Good understanding of IT infrastructure – Servers, Network devices, Storage
    • Familiarity with system administration activities – Windows, Unix, Active Directory, DNS etc.
    • Minimum 1-year Helpdesk experience


    Other qualities and requirements:

    • Multi-tasking
    • Attention to detail
    • Ability to follow procedures precisely
    • Efficient
    • Punctual
    • Critical and analytical thinking skills
    • Flexible schedule ( 1st and 3rd shift available)



    One or more of the following

    Associate/BS degree in Computer/Technology field or equivalent work experience in related field.

    Completed one or more certifications such as CCENT, MCSA, etc. or acquire within a year of employment

    1 to 2 years of experience in monitoring and/or supporting Infrastructure, Network Devices and Applications in an Enterprise environment in a NOC or Service Desk environment.


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