• Service Desk Technician

    Location US-OH-Valley City
    Posted Date 2 weeks ago(1/7/2019 10:51 AM)
    Job ID
    # Positions
    Experience (Years)
    Customer Service/Support
  • Company Overview

    MCPc, headquartered in Cleveland, Ohio, is a privately-owned, multi-faceted endpoint management company that reaches customers throughout the United States.  In 2019, our ambition is to extend our range to Great Britain and parts of Europe.  Our global scope is enabled through strategic, international partnerships that reflect our own status as among the top one percent of companies of our kind in the world. 


    Unlike many businesses, MCPc resists defining the “size” of our optimal customer and instead focuses on the value a client places on securing its data and the devices information lives on.  Being at the forefront of technology for over 50 years allowed us to foresee how the end-point would become an entry-point for cyber-attack on data and that every company, regardless of size, would be vulnerable.


    That is why, even before “cyber” became a buzzword, we began building a “chain-of-custody” approach to protecting data and devices on a scalable model that serves small-to-midsize-to-enterprise-size organizations.  Today, with the proliferation of cyberattacks, our approach sets us apart. We have become a recognized industry leader for helping organizations mitigate risk, manage compliance and, as a consequence, optimize the total cost of ownership of their technology.  


    To maintain our valued position, we not only invest in employee training and advanced facilities but also in talent development.  We recognize the consequences that short- and long-term shortages in cyber defense experts mean to our business and to our customers. It is no different than a country that spots the barbarian at its gates but does nothing to support an army capable of defending them.  For us, this investment, like our company, is also multi-faceted.  It means investing in education, in youth, in job growth, in conferences, in sustainability, and in economic development on the whole. 

    Position Overview

    The Service Desk team provides global support to current employees.  The Service Desk performs troubleshooting/triage in areas such as laptop/desktop hardware issues, AD users and 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 and end-user VOIP hardware, MS-Exchange, MS SCCM client, along with other internal systems




    Responsibilities will include support for 1st Tier and 2nd Tier support for employees and contractors, via phone and remote support.  Other responsibilities may include support for Executives/VIP’s and responsibilities for hardware deployment’s and the EOL process. 



    • Windows 7 and Windows 10 experience in an enterprise environment 
    • Experience supporting conference room, teleconference phones, projectors and wireless presentation technology
    • Experience providing Executive level support
    • Experience in Life Cycle Management with imaging, scheduling, purchasing, deploying and decommissioning units.
    • 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 issues or request as submitted to determine/resolve root cause
    • Strong documentation skills, both written and screen-shots (SnagIt and/or Problem Steps Recorder).

    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
    • 1 year supporting Life Cycle Management
    • Understanding IT infrastructure philosophies dealing with Incident/Request, Problem Mgmt., Change Control


    Experience/Educational Requirements:

    • 5+ 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)
    • 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) a plus
    • ITIL Certified or an understanding of ITIL philosophies a plus
    • Agile or LSS certifications a plus


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