The Enterprise IT Support Engineer I – OSC will be responsible for providing Tier-1 level employee assistance for common desktop support issues; this includes Tier-1 support of Business Systems Support (BSS), and ServiceNow as part of the Operations Support Center (OSC). This position will require a broad knowledge of common desktop support issues. A proven ability to successfully analyze and perform problem resolution with an emphasis on customer satisfaction is a must. Successful candidate will possess an established background supporting end users in a dynamic environment and the ability to meet demanding deadlines when necessary.

The Operations Support Center is a 24/7/365 organization, which means the position requires shift work. The OSC staffs for business needs; therefore, your shift could change. This team is currently hiring for multiple shifts:

• First Shift: 8 AM - 5 PM, days vary
• Second Shift: 4 PM - 1 AM, days vary
• Third Shift: Midnight - 9 AM, days vary

RESPONSIBILITIES, other duties may be assigned.

·         Manage and process incoming desktop support, Business Systems Support (BSS), and ServiceNow tickets within the Incident Management System (IMS) by promptly acknowledging, documenting, and resolving issues.

·         Escalate tickets to Tier-2 support teams based on priority, complexity, and request type.

·         Deliver remote helpdesk support to end-users by diagnosing and resolving issues related to Windows and MacOS devices, software, and peripheral equipment, iPads, applications, networks, IP phones (8x8), and DUO multi-factor authentication administration.

·         Participate in problem solving and troubleshooting for the assigned task(s), functional area(s) or project(s)

·         Share knowledge by effectively documenting work

·         Stay current with changes in the technical area of expertise

·         Develop and maintain a thorough knowledge of the assigned task(s), functional area(s) or project(s)

·         Work with the team to ensure the quality of the assigned task(s), functional area(s) or project(s)

·         Respond quickly and effectively to production issues and taking responsibility for seeing those issues through resolution

BASIC QUALIFICATIONS

• Associates degree or equivalent professional experience
• One or more years of help desk, technical support, or desktop support experience
• One or more years of experience & knowledge of Windows 10/11, MacOS, iOS/iPad OS, network connectivity, and support of peripheral devices (printers, scanners, etc.)
• Demonstrated expertise in standard workplace applications, including but not limited to Microsoft Office, Office 365, Visio, Project, Acrobat, and Cisco products.
• Working knowledge of Hybrid Azure/Entra Active Directory, fundamental Windows and/or MacOS security, and file and share permissions
• Experience with iOS/iPhone and troubleshooting
• US Citizenship for this position is required by law due to federal customer contracts

PREFERRED QUALIFICATIONS

• One or more years of experience with Exchange user administration
• Familiarity with ServiceNow
• Familiarity with Remote Monitoring & Management (RMM) solutions (Bomgar, Teamviewer, etc.)
• A+ Certification
   

KNOWLEDGE, SKILLS AND ABILITIES

• Excellent interpersonal skills with the ability to interface with all levels of the organization
• Self-starter with the ability to work independently in a fast-paced team environment
• Must be capable of handling multiple simultaneous tasks under pressure while maintaining strong customer service and a professional demeanor

TOTAL REWARDS

This role is also eligible for a competitive benefits package that includes: medical, dental, vision, life, and disability insurance; 401(k) retirement plan; flexible spending and HSA accounts; paid holidays; paid time off; paid volunteer days; employee assistance program; tuition assistance; parental leave; military leave assistance; QTS scholarship for dependents; wellness program, and other company benefits.

This position is Bonus eligible.

The duties and responsibilities described here are not exhaustive and additional assignments, duties, or responsibilities may be required of this position.  Assignments, duties, and responsibilities may be changed at any time, with or without notice, by QTS in its sole discretion. We provide individuals with disabilities reasonable accommodations to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment in accordance with applicable law. Please contact us to request an accommodation on [email protected]