IT Support Services Technician – Level 3

  • Full-time

Company Description

MCPc is a global endpoint management company focused on improving performance, security and sustainability for our clients. MCPc has a purpose, a strategy, and a set of values that animate everything we do.  We provide a wide range of services to our clients including Managed Security, Technology Logistics, IT Talent Solutions and IT Asset Management and Disposition. MCPc has consistently been recognized as one of the top companies in the area to work for and we are proud to have employee retention rates that far exceed the national average. MCPc has a strong commitment to Diversity and Inclusion as well as our Early Talent Program that offers opportunities for people of every education level. MCPc also has a strong commitment to giving back to the community through a variety of means including The Foundry, www.clevelandfoundry.org, which was created by our Founder/Chairman Michael Trebilcock.

Core Values:

Principle

Understanding our client’s needs by applying the appropriate people, process, and technology to achieve the desired outcomes

Quality

Tailoring our services to each client’s individual circumstances by maintaining rigorous quality control that is accountable and predictable

Respect

We welcome the unique contributions of each member of the team by striving to communicate, listen and collaborate in everything we do.

Advancement

MCPc offers employees ample opportunities to enhance their skills and grow as people.  In 2021, 64 Associates received promotions which is 20% of our workforce!

Innovation

MCPc Pioneers new approaches to technology management by measuring and quantifying the value of our services.

Community Commitment

We engage with organizations that address educational, cultural, and social needs.   We achieve this by enhancing career development, recreational and educational opportunities for the communities we serve.

 Benefits & Appreciation:

  • 401k matching and ROTH option
  • Free fitness room
  • Company sponsored events (picnics, cookouts, and volunteering opportunities).
  • Competitive Medical, Dental and Vision package.
  • Company paid Holidays and Paid Time Off.
  • Career paths and advancement

Job Description

The IT Support Services Technician role is to Own user-generated IT Incidents and requests from intake to resolution as assigned in the IT service management software (ServiceNow). In this role the IT Support Services Technician will monitor and respond based on priority to IT Incidents and requests received through ServiceNow.  Incidents may involve hardware, software, telephony, mobile devices, and applications.

Will require some travel but not excessive. Candidate will need to be able to travel onsite to Salem, NH and Norwich, CT as needed

This position also remotely supports two locations in Minneapolis where we have contracted onsite support. Role would be 50% local and 50% remote support with Minneapolis locations.

Additional responsibilities are listed below:

  • Monitor and respond based on priority to IT Incidents / Requests received through ServiceNow.  Incidents may involve hardware, software, telephony, mobile devices, and applications.
  • Articulate clearly and professionally through verbal and written communication displaying technical knowledge at an expert level.
  • When individual Incidents rise to a recurring or systemic level, create and document Problem records in ServiceNow and escalate to the appropriate technical teams.
  • Document meaningful notes and details for resolutions in IT documentation / incidents / Requests / Problems.
  • Provide the single point of contact for communications with the end-user related to IT Incidents, Requests, Problems, etc. Communicate proactively to ensure the end user is aware of status and next steps.
  • Make technical decisions at the operational level based on defined processes and industry best practices.
  • Identify opportunities to improve operations processes and make recommendations for changes.
  • Partner with the IT Service Desk team to continuously improve Level 1 and Level 2 support processes.  Includes knowledge transfer, documentation, and training to expand the breadth of IT Incidents/Request/Problems that can be effectively resolved by Level 1 and 2 team members.
  • Identify and escalate situations requiring urgent attention.
  • Write and document technical solutions for publishing in the IT Support Knowledge base.
  • Provide exceptional customer service through courteous, prompt, and accurate communication.  Use customer service soft skills to address upset customers and remediate complainants without the need for supervisor involvement.
  • Order and deploy approved accessories and equipment as needed for sites within scope of assigned responsibility.
  • Provide support for employee onboarding/transfer/offboarding including IT equipment setup, delivery, and retrieval.
  • Manage and maintain local site systems’ health including printers, workstations, SCCM client, windows updates, Active Directory computer and user, etc.
  • Support business infrastructure as required, Service Line activities, projects, and tasks to maintain site servers, network equipment, phone system, etc.
  • Participate as needed in site projects adhering to IT policies, procedures, and best practices.
  • Support and maintain site asset management processes including PC Refresh, projects, break/fix, etc.
  • Ability to work non-standard hours, weekends, and on-call as necessary.
  • Ability to regularly walk facility and utilize scissor lifts and/or ladders as required.
  • Other duties as assigned

Additional job duties as required when serving as a Level 3 Representative on Infrastructure & Operations Service Line teams.

Responsibilities may include:

  • Support technology implementation and maintenance efforts
  • Assist in supporting Service Line team action plan
  • Participate in the Service Line escalation group to handle operations issues
  • Assist coordinating service line related data collection
  • Assist as needed with communication between the Service Line team and GSS

 

Qualifications

Experience

  • Minimum 3 years of direct end user support experience, including Microsoft Windows, PC Hardware, LAN/Wi-Fi Networks, mobile devices, Office applications, and remote users support experience is preferred as well.

Preferred Skills and Abilities

  • Bachelor’s Degree in Computer Science or related field or 5+ years related work experience required.
  • Minimum 3 years of direct end user support experience, including Microsoft Windows, PC Hardware, LAN/Wi-Fi Networks, mobile devices, Office applications, and remote users support experience is preferred as well.
  • Customer service mindset.
  • Excellent problem-solving ability.
  • Strong interpersonal, verbal, and written communication skills.
  • Ability and discipline to follow standards, procedures, checklists, and design documents.
  • Detail oriented with the ability to work independently/ self-starter.
  • Experienced to expert knowledge of the support process for the main technologies in our environment, including: Windows 10, Office 365, Active Directory, PC/Laptop hardware, mobile devices, PC imaging.
  • Basic understanding of scripting technologies such as Office macros, PowerShell, Windows Scripting Host.
  • Lifelong learner, staying current with system information, changes, and updates.

Education

  • Bachelor’s Degree in Computer Science or related field or 5+ years related work experience required.

Additional Information

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.