Enterprise IT Support Engineer I

QTS Data Centers • Ashburn, VA

1d • Hybrid

About The Position

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.

Requirements

• 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

Nice To Haves

• 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

Responsibilities

• 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

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
• Roth and Traditional 401(k) matching contributions with immediate vesting
• Generous PTO, Paid Volunteer Days Plus Floating Holidays
• Stock Purchase Plan (SPP)
• 11 paid Holidays Annually/Holiday compensation when worked
• Pet and Legal Insurance
• Q-Rest Sabbatical Program
• Q-Anniversary Service Award Program
• Parental Leave for primary and secondary caregivers
• Military Benefits Package
• QTS Charitable Matching Gift Program
• QTS Scholarship for Employee Dependents
• QTS Crisis Fund
• Tuition Reimbursement Program

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree