Enterprise IT Support Engineer OSC

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.

We conform to all the laws statutes and regulations concerning equal employment opportunities and affirmative action. We strongly encourage women minorities individuals with disabilities and veterans to apply to all of our job openings. We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race color religion gender sexual orientation gender identity or national origin age disability status Genetic Information & Testing Family & Medical Leave protected veteran status or any other characteristic protected by law. We prohibit retaliation against individuals who bring forth any complaint orally or in writing to the employer or the government or against any individuals who assist or participate in the investigation of any complaint or discrimination claim.

The Know Your Rights Poster is included here:

Know Your Rights (English)

Know Your Rights (Spanish)

The pay transparency policy is available here:

Pay Transparency Nondiscrimination Poster-Formatted

QTS is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process please send an e-mail to and let us know the nature of your request and your contact information.