MCPC Hiring for Helpdesk Documentation Specialist (Remote) at Cleveland, OH Full Time

Company Overview:
MCPc is a global data protection company dedicated to helping our clients minimize business disruption, ensure operational continuity and, ultimately, achieve SecurityCertaintySM.

We achieve this through a comprehensive, holistic, and integrated suite of services structured as Advisory Services: Global Consulting & Alliance Partnerships, IT Asset Management, and Talent Solutions, and Technical Solutions: Asset Procurement, Configuration & Distribution, Security Risk Management, and IT Asset Disposition.

With headquarters in the Cleveland, OH we’ve meticulously built a global network of partners that provide our services nationally and internationally in over 80 countries.

SkyPark is our Secure Technology Logistics Center

Link59 is our main Security Operations Center (SOC) in Midtown.

Our newest facility in Old Brooklyn is our Secure Technology Asset Disposition facility

Additional sales, configuration, security operations and asset disposition operations located in Grand Rapids, MI and Erie, PA

MCPc and our associates are dedicated to the communities in which we serve and actively participate on numerous nonprofit boards and tirelessly donate our time to many charitable organizations.

MCPc is proud to be an equal opportunity employer, focused on recruiting and retaining top talent at every level. We employ premier associates in the industry who deliver value and support to our growing client base. We believe in training and career development for all associates. As you may imagine, as a trusted global data protection and endpoint solutions company, we hold ourselves to the highest level of security. As such, all new employees must undergo our standard background check and drug screen test for pre-employment purposes

Position Overview:
The Helpdesk Documentation Specialist is responsible for creating work-flow diagrams, work instructions, and other documents in support of customer Helpdesk Processes. The Helpdesk Documentation Specialist will also be responsible for updating existing work instructions, work flow diagrams, and creating a knowledge bank for users and Analysts.

Responsibilities:
Authors clear and comprehensive documents that describe business processes and troubleshooting instructions.

Create reference material describing Helpdesk Processes and steps needed to resolve technical issues.

Analyzes source material and work with subject matter experts to determine how information should be written and structured.

Identification of process gaps or variations

Involved in process improvement strategies and implementations

Identify, analyze and improve upon existing business processes

Prepare a quarterly review of updated documents and processes

Work closely with other members of the Helpdesk Team to document processes and update existing documentation

Qualifications:
Skills and Attributes Required:
General experience with knowledge management tools and process documentation.

Demonstrated ability to effectively multitask in a fast-paced changing environment.

Ability to work independently and to sustain positive relationships with team members, managers and customers.

Organized with a willingness to approach challenges in a manner that meets or exceeds customer expectations..

Proficient knowledge of Word, Excel, PowerPoint, and Visio. Knowledge of Adobe Acrobat and Adobe Photoshop is a plus.

Attention to detail and a strong work ethic required

Proficient at technically-oriented writing and strong grammar skills.

Strong interpersonal communication skills, particularly to conduct interviews and ask questions in order to learn about the processes or subjects that need to be documented.

Ability to organize information provided verbally or visually into a structured document or process flow diagram

Good visualization skills to map out processes and create visually appealing documentation that is displayed publicly, i.e., instructions for troubleshooting Helpdesk Issues that are displayed in an internal knowledge bank.

Comfortable working on internal or customer-facing projects.

Some knowledge of IT concepts

Experience/Educational Requirements:
Experience writing documentation and mapping processes is beneficial. An individual hired into this position may be expected to pursue the appropriate certifications (including those not listed in this job description) as detailed by immediate supervisor within the first year of employment.

A High School Diploma or GED, with a minimum of 2 years of experience that is directly related to the duties and responsibilities specified.

Physical Requirements:
The Documentation Specialist position requires the ability to type, work from a computer monitor, communication (written and verbal) and read basic work instructions are a requirements.