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QTS Data Centers · 22 hours ago

Enterprise IT Support Engineer - OSC

USA

Full-time

Onsite

Entry Level

1+ years exp

QTS Data Centers is seeking an Enterprise IT Support Engineer I – OSC to provide Tier-1 level employee assistance for desktop support issues. The role involves managing incoming support tickets, delivering remote helpdesk support, and troubleshooting issues related to various operating systems and applications.

Cloud ComputingCloud InfrastructureData CenterWeb Hosting

No H1B

U.S. Citizen Only

Responsibilities

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

Qualification

Windows 10/11MacOSTechnical SupportServiceNowMicrosoft OfficeA+ CertificationCustomer ServiceInterpersonal SkillsSelf-starter

Required

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