Enterprise IT Support Engineer I

Provide desktop support with minimal supervision for on-prem and remote users while handling tickets, escalations, deployments, and continuous improvements.

Responsibilities

• Manage incoming desktop support tickets with timely acknowledgement, accurate notes, and resolution
• Handle desktop support escalations across hardware, software, and networking issues
• Support on-premises and remote employees, including national and international users
• Troubleshoot end-user issues on Windows and MacOS, including software and peripheral equipment
• Provide onsite assistance for Systems Engineers when needed
• Deploy end-user equipment and maintain related inventory
• Participate in design activities for new systems or system changes
• Support functional test planning and testing for assigned tasks
• Contribute to process improvement and documentation for supported systems and services
• Stay current on changes in the technical area of expertise
• Coordinate with the team to support the quality of assigned tasks, functional areas, or projects
• Respond quickly and follow production issues through to resolution
• Provide weekly status reports on individual projects and tasks

Requirements

• Associates degree or equivalent professional experience
• 2+ years of desktop support and customer support experience
• 1+ years of experience and knowledge of Windows 10/11, MacOS, iOS/iPadOS, network connectivity, and peripheral device support (for example printers and scanners)
• Demonstrated expertise with standard workplace applications, including Microsoft Office 365, Adobe, and Cisco products
• Working knowledge of Hybrid Azure/Entra Active Directory, fundamental Windows and/or MacOS security, and file and share permissions

Technologies

• Microsoft Office 365
• Adobe
• Cisco products
• Azure
• Entra Active Directory
• Windows 10
• Windows 11
• MacOS
• iOS
• iPadOS
• Microsoft Intune
• Jamf
• ServiceNow
• Remote Monitoring & Management (RMM) solutions
• Bomgar
• Teamviewer
• Cisco VPN solutions
• AnyConnect
• Secure Connect

Preferred Qualifications

• 1+ 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 capable of working independently in a fast-paced team environment
• Ability to handle multiple simultaneous tasks under pressure while maintaining strong customer service and a professional demeanor

Benefits

• 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
• Competitive benefits package
• Bonus eligible

Total Rewards

• Bonus eligible
• Roth and Traditional 401(k) matching contributions with immediate vesting
• Every employee is bonus or commission eligible
• Generous PTO, Paid Volunteer Days plus Floating Holidays
• Stock Purchase Plan (SPP)
• 11 paid holidays annually and holiday compensation when worked
• Pet and Legal Insurance
• Q-Rest Sabbatical Program
• Q-Anniversary Service Award Program
• Parental Leave
• Military Benefits Package
• QTS Charitable Matching Gift Program
• QTS Scholarship for Employee Dependents
• QTS Crisis Fund
• Wellness Program
• Tuition Reimbursement Program
• QTS is an Equal Opportunity Employer (Equal Opportunity Employer/Veterans/Disabled)

Location: Atlanta, GA (onsite)