• Level 2 Desktop Support Technician

    Location US-OH-Cleveland
    Experience (Years)
    Information Technology
    Job Type
    Regular Full-Time
  • 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. 


    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.


    Position Overview

    This is a level 2 technical support position providing advanced diagnostics and repairs on  desktop, laptop computers, and other peripheral devices and field helpdesk calls and emails. 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.


    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 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.


    Skills and Attributes Required

    • Troubleshoot, configure, install, and repair computer technology hardware and software including laptops, desktops and printers.
    • Must possess a variety of networking 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
    • AD/Windows 7-10 , O365, and Application support and troubleshooting
    • 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

    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. 
    • 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

    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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