Enterprise IT Support Engineer - OSC

Quality Technology Services • Suwanee, GA

6d

About The Position

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.

Requirements

• 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

Nice To Haves

• 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

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

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
• other company benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree
• Number of Employees: 1,001-5,000 employees