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MCPC · 19 hours ago

Onsite Desktop Support Technician

Canton, OH

Full-time

Onsite

Entry, Mid Level

1+ years exp

MCPC is seeking a Level 2 Desktop Support Technician who provides advanced technical support to end users by troubleshooting complex hardware, software, and network issues. This role serves as an escalation point, ensuring timely resolution and minimizing downtime across the organization.

Information ServicesInformation Technology

Responsibilities

Respond to and resolve escalated service desk tickets related to desktops, laptops, mobile devices, printers, and peripherals

Troubleshoot advanced issues involving Windows/macOS operating systems, Office 365, and business applications

Diagnose and resolve network connectivity problems (LAN, VPN, wireless)

Support complex hardware repairs and coordinate vendor repairs when necessary

Perform root-cause analysis and implement long-term corrective actions

Assist with user account management (Active Directory, Azure AD, Exchange, M365)

Support software installs, updates, imaging, and configuration management

Maintain and troubleshoot endpoint security tools such as antivirus, disk encryption, and MFA

Support device enrollment and management through tools like Intune, SCCM, or JAMF

Participate in hardware refresh cycles, workstation rollouts, and office moves

Configure and deploy new equipment following established standards

Maintain inventory of IT equipment and ensure accuracy of asset tracking

Work closely with Level 1 technicians, providing coaching and knowledge transfer

Escalate complex issues to Level 3 engineers or specialized teams when required

Communicate effectively with end users to ensure a positive support experience

Create and update knowledge base articles and troubleshooting guides

Document troubleshooting steps, resolutions, and follow-up needs in the ticketing system

Recommend improvements to workflows, tools, and processes to increase service quality

Qualification

Windows operating systemsMacOS operating systemsMicrosoft 365 administrationNetworking fundamentalsEndpoint management systemsTicketing systemsTroubleshooting skillsCustomer service skillsAnalytical mindsetCommunication skillsAttention to detail

Required

1–4 years of IT support or desktop support experience

Strong understanding of Windows and macOS operating systems

Experience with Microsoft 365 administration and common business applications

Working knowledge of networking fundamentals (TCP/IP, DHCP, DNS, VPN)

Familiarity with ticketing systems (ServiceNow, Jira, Freshservice, etc.)

Excellent troubleshooting and customer service skills

Preferred

Certifications such as CompTIA A+, Network+, Security+, or Microsoft certifications

Experience with endpoint management systems (Intune, SCCM, JAMF)

Knowledge of scripting basics (PowerShell, Bash) for automation

Company

MCPC

MCPc is a global data protection company.

Cleveland, Ohio, USA

201-500 employees

https://www.mcpc.com

Funding

Current Stage

Growth Stage

Leadership Team

Tom Reddy

Executive Vice President of Strategic Partner Alliances

Dale Phillips

Chief Information Officer

Recent News

Crain's Cleveland Business

Westfield Bank appoints Fortress Security CEO Andy Jones to board of directors

2024-04-11

Company data provided by crunchbase