Desktop Support Analyst – Contract to Hire

Location: Downtown Cleveland (Onsite)
Employer: MCPC (supporting our client)
Parking: Paid onsite parking available

Role Summary

As a Desktop Support Analyst, you will be a key member of the MCPC team supporting our client’s downtown Cleveland operations. In this role, you will empower employees to work efficiently and securely in a fast-paced, technology-driven environment. You’ll deliver hands-on and remote technical support, contribute to digital workplace initiatives, and help shape a seamless employee experience.

Responsibilities

• Serve as a trusted technology partner for end users, providing responsive onsite and remote support for hardware, software, and connectivity issues.
• Proactively monitor, diagnose, and resolve incidents using modern ITSM tools and automation platforms.
• Maintain and optimize device and software inventories using cloud-based asset management tools and analytics.
• Collaborate with IT and business teams to streamline onboarding, device deployment, and lifecycle management.
• Support a wide range of devices including PCs, Macs, tablets, mobile devices, and peripherals, ensuring smooth integration with cloud services, collaboration platforms, and enterprise apps.
• Document troubleshooting steps, solutions, best practices, and knowledge articles to support self-service and continuous improvement.
• Participate in technology evaluations, pilot programs, and recommend innovative solutions that enhance productivity and security.
• Contribute to IT projects including system upgrades, migrations, and digital workplace improvements.
• Ensure adherence to security, privacy, and accessibility standards across all supported systems.
• Provide after-hours support as part of a rotating on-call schedule to maintain business continuity.

Qualifications

• Passion for technology with a growth mindset and willingness to stay current with emerging IT trends and digital workplace solutions.
• Strong communication and collaboration skills with a commitment to delivering exceptional customer service.
• Ability to work independently and within a cross-functional team in a fast-paced environment.
• Experience supporting Windows, macOS, and mobile platforms; relevant certifications (CompTIA, Microsoft, Apple, HDI) are a plus.
• Familiarity with Microsoft 365, Google Workspace, endpoint management tools, and cybersecurity best practices.
• Strong organizational skills and attention to detail with the ability to manage multiple priorities.
• Associate or bachelor’s degree in Information Technology or related field, or equivalent experience.
• 3+ years of IT support experience or a similar technical role.

Work Environment & Requirements

• Hybrid flexibility may be available; occasional travel to client sites may be required.
• Ability to lift and move equipment as needed.
• Willingness to adapt to changing business needs, including extended hours during peak periods.

Additional Details

• Contract-to-hire opportunity
• Paid onsite parking
• Participation in on-call rotation required