Onsite Desktop Technician

MCPc is an industry leading managed endpoint computing, technology logistics, asset management, and sustainability organization that provides a proven, powerful end-to-end lifecycle management protocol. These capabilities provide clients expedited digital transformation, better management of the complexity and cost of technology, achievement of sustainability targets, and empower employee performance.

With headquarters in Cleveland, OH, we've meticulously built a global network of partners that provide our services nationally and internationally in over 80 countries. 

• SkyPark is our Secure Technology Logistics Center 
• Link59 is our Security Operations Center (SOC) in Midtown  
• STAD is our Secure Technology Asset Disposition facility in Old Brooklyn, OH and Grand Rapids, MI
• Additional sales, configuration, and asset disposition operations located in Grand Rapids, MI, and Erie, PA  

MCPc and our associates are dedicated to the communities in which we serve and actively participate on numerous nonprofit boards and tirelessly donate our time to many charitable organizations. 

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 client base. We believe in training and career development for all associates. As you may imagine, as a trusted global data protection and endpoint solutions company, we hold ourselves to the highest level of security. As such, all new employees must undergo our standard background check and drug screen test for pre-employment purposes.

Overall Responsibility:

The Desktop Support Technician will be responsible for overall end-user satisfaction as it relates to their use of PC's, laptops, and other peripherals. Additionally, this individual will provide escalation support for applications operating on these devices as applicable. This individual must be very customer service focused and can resolve technical issues in a timely and professional manner.

Key Tasks and Responsibilities:

• Provide escalation support for device and system issues across the enterprise.
• Experience with complex multi-vendor environment.
• Ability to image and configure PC systems and provides responsive delivery to users.
• Heavy workstation operating system experience
• Experience administering computers and users using Active Directory, Entra ID, Intune and/or Group Policies.
• Deploys and administers antivirus software, security patches, and system updates.
• Logs comments for all service requests, incidents and change orders performed.
• Responsible for the repair of Intel based Desktop PC's running various versions of Microsoft Windows.
• Maintains detailed asset records for all PC hardware and software.
• Assists with asset protection and software licensing compliance.
• Provides equipment maintenance services, including repair and component replacement services for all platforms. Maintains a log of all repairs/services performed.
• Comprehensive knowledge and expertise in MS Office products.
• A solid understanding of LAN design, network protocols, client configuration, IP addressing, and remote connectivity.
• Installing /uninstalling software
• Configure and troubleshoot hardware and software including desktops, laptops, handheld devices, and printers.
• Promotes adherence to standardized IT processes, strategic principles, and architectural standards.
• Actively shares knowledge with other IT members and improves the tools and processes used by department personnel.
• Moves, adds, and makes changes for equipment and software deployment.
• Frequent travel to MCPC facilities to resolve issues and to act as an on-site point of presence.
• Performs other functions and actively participates in special projects as assigned.

Key Outcomes of the Position:

• A positive support environment for multiple MCPC facilities.
• Meeting expectations of users, while meeting all business expectations.
• Provide high quality project and IT support to end-user's by assisting them with incidents and resolving IT related support needs to minimize delays related to technical issues across the organization.
• Maintain a high level of customer satisfaction tied to every interaction with MCPC end-users.

Skills and Attributes Required:

• Must possess strong attention to detail.
• Professional demeanor is a necessity.
• Ability to follow strict protocols while maintaining an empathetic approach in assisting the end user.
• Strong documentation skills from issue to resolution.
• Excellent communication skills both verbally and written are critical.
• Experience supporting Microsoft Operating Systems in an Enterprise, Windows 10 and/or 11 experience preferred.
• Experience supporting Microsoft Office in an Enterprise, Office 365 experience preferred.
• Experience with PC device support in an enterprise environment.
• Experience with Active Directory User and Computers.
• PC hardware and peripheral troubleshooting experience.
• PC application support and troubleshooting experience.
• Proven customer service and communication skills (phone, written and in person).
• Ability to lift and transport up to 50 pounds.

Experience and Educational Requirement:

• Certifications in CompTia A+, Microsoft, and/or Network +, preferred, and/or an Associate or Bachelor degree in the field of computer technology.
• Minimum of 2-3 years equivalent work experience as a technician.

Physical Requirements:

The physical requirements of this job include frequent sitting with regular stooping/crouching, walking, standing, pushing/pulling, carrying, lifting (up to 50lbs.), grasping, reaching, and clarity of vision.  The mental requirements of the job include general intelligence, motor coordination skills, coordination of the hands, eyes and feet, verbal intelligence and number intelligence.  The workplace environmental conditions are typically that of a temperature controlled and clean office setting.  Regular driving to other offices and facilities is required.

Regular attendance and punctuality are an essential job function of this position.  In addition, the duties of this job need to be performed at our offices for the purpose of interaction and collaboration with colleagues and end-users is necessary.   

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.

Skills and Attributes Required:

• Must possess strong attention to detail.
• Professional demeanor is a necessity.
• Ability to follow strict protocols while maintaining an empathetic approach in assisting the end user.
• Strong documentation skills from issue to resolution.
• Excellent communication skills both verbally and written are critical.
• Experience supporting Microsoft Operating Systems in an Enterprise, Windows 10 and/or 11 experience preferred.
• Experience supporting Microsoft Office in an Enterprise, Office 365 experience preferred.
• Experience with PC device support in an enterprise environment.
• Experience with Active Directory User and Computers.
• PC hardware and peripheral troubleshooting experience.
• PC application support and troubleshooting experience.
• Proven customer service and communication skills (phone, written and in person).
• Ability to lift and transport up to 50 pounds.

Experience and Educational Requirement:

• Certifications in CompTia A+, Microsoft, and/or Network +, preferred, and/or an Associate or Bachelor degree in the field of computer technology.
• Minimum of 2-3 years equivalent work experience as a technician.

All your information will be kept confidential according to EEO guidelines.