MCPc, Inc. Senior Desktop Support Technician in Cleveland, Ohio

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!

Overall Responsibility/Primary Objective of the Position:

The role of the Senior Desktop Support Technician is responsible for various customer projects, supporting executives as defined and also an escalation path for the Desktop technicians. This role is responsible for maintaining the customer relationship and communication tied to project related activities. This is considered a lead role with the customer, MCPc and also within the team – a professional, positive and team approach as a leader and champion of success is expected.

Project responsibilities:

The Senior Desktop Support Technician's main responsibility will fluctuate based on project responsibilities, with ongoing project support associated with items such as (note – these may change based on customer requirements):

  • Airwatch MDM/Tablet Deployment and support

  • Airwatch MDM/Tablet management

  • PC Support/Demo area

  • Wireless Display pilot/testing/management

  • Conference room PC management

  • Hardware standards team/ Pre-sales

  • Point of contact for Parker and Dell for issues related to Dell computer systems

  • PC Loaner Pool

  • PC Lifecycle management

  • Old Equipment Recycling management

  • Manage Innovation Lobby & IOT Lab computers

  • Escalation point for incident tickets

Other responsibilities are tied to taking phone, e-mail and incident requests from the defined end user community who require computer or systems assistance. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and remote tools and well as ticket tracking tools

Desktop Technicians escalation responsibilities:

Providing escalated technical support for Desktop technicians, provide necessary training and assisting with knowledge gathering to ultimately resolve end-user and customer requests in a timely fashion.

Key Tasks and Responsibilities

  • Create a positive working atmosphere for employees and customer support to exceed in all areas of support

  • Work directly with customer to fully understand expectations for projects, deliver results and maintain a clear line of communication

  • Install, configure, and troubleshoot software and peripherals with end-users 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 management team

Key Outcomes of the Position

  • A positive support environment

  • Meeting expectations of customer, while meeting all business expectations

  • Provide high quality project and desk-top support to the customers IT departments and end user’s by assisting them with incidents and resolving IT related support needs to minimize delays related to technical issues across the organization.

Proved a high level of customer service tied to every interaction with the customer and an end-user

Skills and Attributes Required:

  • Must posses a variety of the field's concepts, practices, and procedures.

  • Ability to recognize, analyze, and effectively solve problems in a timely and organized manner using industry best practices and procedures

  • Ability to multi-task in a fast-paced environment

  • Superior attitude - consistently positive, courteous and a respectful demeanor

Experience and Educational Requirement

  • A+, MTA, or equivalent work experience

  • Specific manufacturer certifications (Dell & HP)

  • 2+ years setup, configuration, troubleshooting of desktop/notebook hardware and software

  • Windows desktops and notebooks in a networked environment

  • Experience working with Enterprise level customers

  • Basic understanding of TCP/IP networking

  • Must be physically able to lift up to 30 pounds

  • Experience working in a structured, process-driven environment

Physical Requirements

  • Occasional heavy lifting/carrying technical equipment, a significant amount of time spent at computer terminal, heavy keyboard usage.

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.

ID: 2017-3384

External Company Name: MCPC

External Company URL: www.mcpc.com