What are the responsibilities and job description for the Service Desk Analyst position at MCPC?
End-User Support Specialist (Contract-to-Hire)
Location: Cleveland, OH (Hybrid: 3 days on-site at customer location, 2 days remote)
Company: MCPC
Type: Contract-to-Hire
Position Summary:
MCPC is seeking a motivated and customer-focused End-User Support Specialist to join our team on a contract-to-hire basis. This hybrid role combines remote helpdesk support and on-site desktop support to ensure a seamless and productive technology experience for our clients' end users.
Key Responsibilities:
- Provide Tier 1 and Tier 2 technical support via phone, email, and in-person.
- Troubleshoot and resolve hardware, software, and network issues across Windows and macOS environments.
- Deliver hands-on support for desktops, laptops, printers, mobile devices, and peripherals.
- Support user onboarding and offboarding, including device setup, imaging, and account provisioning.
- Maintain accurate documentation of support requests and resolutions in the ticketing system.
- Assist with AV and conference room technology support.
- Participate in IT projects, deployments, and system upgrades as needed.
Work Schedule:
-
Hybrid Model:
- 3 days on-site at a designated customer location in the Cleveland area
- 2 days remote (from home or MCPC office)
Qualifications:
- 2 years of experience in a helpdesk or desktop support role.
- Proficiency with Windows 10/11, Microsoft 365, and basic networking.
- Experience with remote support tools (e.g., TeamViewer, SCCM, or similar).
- Strong communication and interpersonal skills.
- Ability to manage multiple tasks in a fast-paced environment.
- A or similar certification preferred.
Contract Details:
- Duration: 3–6 months contract with potential for full-time hire
- Location: Hybrid (Cleveland, OH area)
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