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
• 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.

The service desk analyst is responsible for reactive customer request management. Provides basic support and troubleshooting such as password resets, printer configurations, ticketing routing, and escalation. The position operates on a rotating schedule in support of operations 24 hours a day, 7 days a week. Hours to be determined based on need of the service desk. This position is fully remote and first shift. A candidate should be expected to start mid-to-late January 2022. 

• Provide exceptional customer service and technical expertise on inbound calls and tickets generated by our customers
• Troubleshoot issues relating to: Windows domains and workgroups
• Windows networking (mapped network drives, shared folders, printers, etc.)
• Active Directory
• User profile creation and modification
• Onsite Exchange and hosted Exchange environments (Office 365, Google Apps)
• Microsoft Office Suite (2007-2016)
• Windows 7/10, macOS
• Third party applications with the assistance of the vendors support staff
• Perform support remotely to our managed services customers using our remote monitoring and management tools
• Log time entries and notes for support and maintenance performed
• Provide customers with timely written and oral updates regarding their support cases
• Ensure all tickets worked include the problem, the solution, the end-user, initiation and completion time, and end-user satisfaction
• Follow outlined escalation procedures

Experience and Educational Requirement:

• Must be fluent either or both French and Spanish
• Required:
  • Bachelor’s degree in computer science, management information systems
  • OR Associates degree plus 1 year of work experience
  • OR 2 years of work experience
• Preferred:
  • CompTIA A+
  • MCSA Windows 10
  • Office 365
  • Active Directory

Skills and Attributes Requirements:

• Must be a team player with excellent communication skills and possess the ability to manage assignments independently
• Must have the ability to also work collaboratively when necessary
• Must be comfortable working in a fast-paced and high-energy environment.
• Strong decision making and problem-solving abilities
• Individuals must possess exceptional organizational skills and the ability to handle multiple tasks concurrently
• Candidates must be reliable and punctual

Physical Requirements:

The physical requirements of this job include frequent sitting with occasional walking around, carrying light objects, grasping and reaching for things, rare stooping/crouching, clarity of vision, speaking and listening ability. The mental requirements of this job include general intelligence, motor coordination skills, coordination of hands, eyes and feet, verbal and numerical intelligence. The workplace environmental conditions are that of a temperature controlled and clean office setting. Occasional driving to other office or customer locations.

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