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.

The Foundry is Cleveland’s Community Rowing and Sailing Center. We are a local non-profit organization located in the historic “Flats area of Cleveland”. Our mission is to transform the lives of Cleveland’s youth through access to the sports of rowing and sailing. Our signature program and commitment to the youth of Northeast, Ohio is through Row.Sail.Dream. The Foundry transforms community youth into adaptable, accountable, and confident student-athletes by increasing accessibility to rowing, sailing, and environmental awareness. We provide a responsible and safe experience to foster ambitious leaders of tomorrow.

The Helpdesk is responsible for providing technical assistance and support related to computer systems, hardware, and software. This position responds to queries, runs diagnostic programs, isolates problems, and determines solutions.

Responsibilities

• Provide first point of contact for internal customers who need assistance with their computers, building IT infrastructure or other relevant devices and/or software

• Provide technical solutions and advice to texts, emails, calls and desk-side/in-person inquiries

• Manage requests for onsite and remote users including the use and access through VPN

• Troubleshoot, diagnose and resolve issues and escalate to other IT staff, when necessary

• Manage, update and maintain comprehensive documentation with standard operating procedures (SOP’s) relating to problems that have occurred

• Follow run book procedures when responding to inquiries

• Track and document all questions/issues/inquiries in HelpDesk ticketing system

• Support technical inventory and asset management program

• Participate in the management of services used throughout the business such as physical security, cameras, mobile devices, etc.

• Manage access to various software systems used throughout the business as well as basic support

• Microsoft Windows 10/11

• Some networking skills/knowledge

• Office 365

• Some MacOS is a plus

• Mobile phone (Android/iOS)

• Knowledge of ticketing systems/ticket triage

• VPN (client-side)

• Ability to diagnose and resolve technical issues

• Customer-oriented and service-minded

• Install, configure, and maintain various software applications

• Use scripts for automation tasks

• Excellent verbal and written communication skills