Enterprise IT Support Engineer I – OSC

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.

RESPONSIBILITIES, other duties may be assigned.

·       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

BASIC QUALIFICATIONS

• 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

PREFERRED QUALIFICATIONS

• 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
   

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.

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We conform to all the laws, statutes, and regulations concerning equal employment opportunities and affirmative action.  We strongly encourage women, minorities, individuals with disabilities and veterans to apply to all of our job openings.  We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color,