Job Description

Helpdesk/Desktop Technician

About MCPC: MCPC is a Cleveland-based IT solutions company that helps businesses optimize their technology infrastructure, secure their data, and improve productivity. We are committed to providing exceptional service and building lasting relationships with our clients through innovation and integrity.

Position Overview: We are seeking a motivated and customer-focused Helpdesk/Desktop Support Technician to join our growing team. This position is responsible for providing front-line technical support to end-users, both remotely and on-site, troubleshooting hardware and software issues, and ensuring timely resolution of IT-related problems.

Key Responsibilities:

• Provide Level 1 and 2 technical support for desktops, laptops, printers, mobile devices, and other end-user technologies.

• Respond to service desk tickets, calls, and emails in a timely and professional manner.

• Troubleshoot and resolve software issues including Windows OS, Microsoft 365, antivirus tools, and business applications.
• Install, configure, and maintain desktops, laptops, and peripheral equipment.
• Perform system imaging, updates, and user provisioning/de-provisioning.
• Document issues, solutions, and work performed in the ticketing system (e.g., ServiceNow, Zendesk, or similar).
• Escalate complex issues to Tier 3 or appropriate technical teams.
• Support remote users through remote access tools and phone/email communication.
• Maintain accurate asset tracking and inventory control.
  Participate in IT projects and deployments as needed.

  Qualifications:

  • associate degree in information technology or related field, or equivalent work experience.
• 1–3 years of experience in a helpdesk or desktop support role.
  Strong knowledge of Windows 10/11, Microsoft 365, and basic networking.
• Familiarity with Active Directory, imaging tools, and remote support platforms.
  Excellent communication and customer service skills.
• Ability to troubleshoot and resolve technical issues with a sense of urgency.
  A+ or other relevant certifications (e.g., ITIL, Microsoft, CompTIA) are a plus.
• Ability to lift and move IT equipment (up to 50 lbs) and travel locally when required.

  Why Work at MCPC: Competitive salary and comprehensive benefits package.
  Collaborative and inclusive work environment.
  Opportunities for professional development and advancement.
  Contribute to innovative IT solutions that make a difference for our clients.

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