SOC Analyst I - 3rd Shift

Company Description

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.

Benefits & Appreciation

• 401k matching and ROTH option
• Company sponsored events (picnics, cookouts, and volunteering opportunities)
• Competitive Medical, Dental and Vision package
• Company paid Holidays and Paid Time Off
• Career paths and advancement

Job Description

The service desk analyst is responsible for reactive customer request management. Provides basic support and troubleshooting such as password resets, printer configurations, ticketing routing, and escalation. The position operates on a rotating schedule in support of operations 24 hours a day, 7 days a week. 

Shift for this role: Wednesday through Saturday - 9:30pm - 8am or 9pm-7:30pm - 4x10's

• Provide exceptional customer service and technical expertise on inbound calls and tickets generated by our customers
• Troubleshoot issues relating to: Windows domains and workgroups
• Windows networking (mapped network drives, shared folders, printers, etc.)
• User profile creation and modification
• Onsite Exchange and hosted Exchange environments (Office 365, Google Apps)
• Microsoft Office Suite (2007-2016)
• Windows 7/10, macOS
• Third party applications with the assistance of the vendors support staff
• Perform support remotely to our managed services customers using our remote monitoring and management tools
• Log time entries and notes for support and maintenance performed
• Ensure all tickets worked include the problem, the solution, the end-user, initiation and completion time, and end-user satisfaction
• Follow outlined escalation procedures

Qualifications

• Bachelor’s degree in computer science, management information systems
  • OR Associates degree plus 1 year of work experience
  • OR 2 years of work experience
• Must be a team player with excellent communication skills and possess the ability to manage assignments independently
• Must be comfortable working in a fast-paced and high-energy environment.

Additional Information

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.