What are the responsibilities and job description for the Field Desktop Support Level II position at MCPC?
Title : Desktop Support Technician – Level 2
Job Overview :
We are seeking a proactive and technically skilled Level 2 Desktop Support Technician to join our IT support team across North East Ohio. The successful candidate will be responsible for providing advanced desktop support, troubleshooting hardware and software issues, and ensuring the smooth operation of end-user workstations and systems throughout North East Ohio. This role involves working with a variety of technologies, assisting with system updates, and offering technical guidance to both internal staff and users.
Key Responsibilities :
- Provide advanced technical support for desktop systems, applications, and hardware to end-users, ensuring efficient problem resolution in a timely manner.
- Troubleshoot and resolve complex issues related to operating systems (Windows / macOS), software applications, networking, and hardware.
- Assist with hardware setup, maintenance, and troubleshooting, including desktops, laptops, printers, and peripheral devices.
- Install, configure, and update software, operating systems, and patches.
- Work closely with Level 1 support technicians to escalate and resolve more complex issues.
- Perform remote and on-site troubleshooting for end-user devices and network issues.
- Assist with user account management, permissions, and access rights in Active Directory and other systems.
- Maintain documentation of support requests, solutions, and procedures in a knowledge base.
- Collaborate with other IT team members to ensure system performance, security, and uptime.
- Participate in the management and deployment of software and hardware upgrades.
- Provide training and guidance to junior technicians and end-users on software and hardware usage.
- Ensure compliance with IT policies, procedures, and best practices.
Qualifications :
Preferred Skills :
Physical Requirements :
Benefits :
Who We Are :
At MCPC, we pride ourselves on being Outcome Engineers, delivering end-to-end solutions and expertise that empower businesses to thrive in the digital age. We combine top-tier services and cutting-edge technology solutions to solve complex business challenges, ensuring data security, cost efficiency, and seamless digital transformation. Our commitment to our clients requires providing quality people that allow us to excel at exceeding our clients’ expectations. The MCPC employee experience is built on a foundation of collaboration, innovation, and growth. We offer the balance of a close-knit workforce and pathways for professional growth. Our team members are encouraged to bring their unique perspectives and ideas to the table. Join us and be part of a principled, quality-driven, respectful, and innovative team that values continuous improvement and community commitment. Together, we tackle today’s challenges and pioneer solutions for tomorrow.
Where We Are / Who We Serve : MCPC is a global organization, but we are headquartered in Cleveland, OH, with regional offices in Grand Rapids, MI and Erie, PA, which is a source of pride for everyone here at MCPC. MCPC has a longstanding culture of unwavering commitment to giving back to the communities we serve. (link to our blog)
What We Do : Endpoint Lifecycle Management
Advisory Services – MCPC is the go-to resource for all our client’s end user device procurement and service needs. We help address tactical pain points that allow our clients’ workforce to have a seamless and secure environment.
Configuration and Integration – Custom solutions that fit within a client’s endpoint environment. Ensuring new devices meet the requirements of the client and are ready to be deployed on day 1.
IT Supply Chain – MCPC offers expert level supply chain services to help clients in the process of assembling, securing, managing, and delivering desk-ready IT inventory.
Managed Deployment – Coordination of experienced IT technicians ensuring clients’ devices, servers, data, and more are securely delivered, protected, and supported.
Secure Technology Asset Disposition - Allows clients to remove old or outdated devices from their environment. Our facility will erase all data to Department of Defense standards and provide reverse logistics to the client as to whether their devices can be repurposed, recycled, or disposed of properly.