Who we are:
As a global leader in digital infrastructure, QTS designs, builds and operates advanced data centers that support strategic AI, cloud and digital transformation initiatives. We are driven by a mission to connect the world for good and our people make it possible. Every single day, the creativity, dedication and genuine care for our communities are what push us forward and make this a truly special place to be.
The Enterprise IT Support Engineer I will be responsible for aiding where needed for common desktop support issues while performing with little supervision. 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.
RESPONSIBILITIES, other duties may be assigned.
Stewarding incoming desktop support tickets through timely acknowledgement, notation, and resolution
Handling desktop support escalations regarding hardware, software, and networking elements
Providing support for both on-premises and remote employees (national and international)
Provide desktop support to end-users, troubleshooting issues related to Windows and MacOS devices, software, and peripheral equipment
Provide onsite assistance for Systems Engineers when needed
Deployment of end-user equipment and maintaining inventory
Participate in the design of new or changing systems
Participate in functional test planning and testing for the assigned tasks
Participate in process improvement and documentation for any supported systems and services
Stay current with changes in the technical area of expertise
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
Provide weekly status reports on individual projects and tasks
BASIC QUALIFICATIONS
Associates degree or equivalent professional experience
Two or more years of desktop support and customer support experience
One or more years of experience & knowledge of Windows 10/11, MacOS, iOS/iPadOS, network connectivity, and support of peripheral devices (printers, scanners, etc.)
Demonstrated expertise in standard workplace applications, including but not limited to Microsoft Office 365, Adobe, Cisco products
Working knowledge of Hybrid Azure/Entra Active Directory, fundamental Windows and/or MacOS security, and file and share permissions
PREFERRED QUALIFICATIONS
One or more years of experience with administration of Mobile Device Management solutions (Microsoft Intune, Jamf)
Familiarity with ServiceNow
Familiarity with Remote Monitoring & Management (RMM) solutions (Bomgar, Teamviewer, etc.)
Familiarity with Cisco VPN solutions (AnyConnect, Secure Connect)
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.
In addition to a variety of benefit packages, QTS goes above and beyond for our employees:
Roth and Traditional 401(k) matching contributions with immediate…