• Level 2 Desktop Support Technician

    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 every day.


    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

    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
    • 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.


    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.
    • 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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