• Level-1 Helpdesk Support

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

    MCPc is a global data protection company that improves the security and financial well-being of our clients.


    We protect data, manage the complexity and sustainability of technology, empower employee performance, and ultimately reduce business risk.


    Our Chain-of-Custody Security Solutions (SM) Platform provides holistic end-to-end lifecycle management to protect data on the most vulnerable cyber-attack surfaces – every smartphone, tablet, laptop, desktop, and IoT device our clients use to do business everyday.


    With headquarters in Cleveland, OH, MCPc has a global footprint to do business in 80 countries. 2019 will see new operations opening in Mississauga, Canada, just southwest of Toronto, and in Tilburg, Netherlands to service Europe.  We serve our clients through five integrated business units: Secure Technology Logistics, Managed Security Solutions, Secure Technology Asset Disposition, IT Asset Management, and IT Talent Solutions.


    MCPc is proud to be an equal opportunity employer. We are focused on recruiting, training, and retaining top talent at every level in our organization.   

    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.



    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



    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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