Enterprise IT Support Engineer OSC

About the Role 

The OSC is the heartbeat of support at QTS—responding globally, coordinating across IT and operations, and ensuring issues are resolved quickly and accurately. You’ll have opportunities to troubleshoot across a wide spectrum of technologies and collaborate regularly with Enterprise IT and Engineering teams. 

Because the OSC supports users 24/7/365, we operate in rotating shifts. We’re looking for adaptable team members who can thrive in a schedule that may evolve as business needs 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 

Who You Are: 

You are someone who loves getting to the root of a problem, picks up new skills quickly, and shows empathy and professionalism in every interaction. You’re energized by helping others, thrive in fastmoving environments, and adapt easily as priorities shift.  

The Impact You Will Have 

In this role, you are a critical force behind keeping QTS running smoothly. Your work directly strengthens the reliability, responsiveness, and overall experience of our technology ecosystem. Every issue you resolve, every user you assist, and every insight you uncover contributes to a more resilient and empowered organization. 

Your contributions help ensure that QTS employees—and by extension, QTS customers—experience reliable, responsive, and thoughtful technical support every single day. 

What Will You Do 

Support & Incident Resolution 

·       Manage and process incoming desktop support, Business Systems Support (BSS), and ServiceNow tickets within the Incident Management System (IMS). 

·       Promptly acknowledge, document, troubleshoot, and resolve Tier1 issues with a focus on accuracy and customer satisfaction. 

·       Provide remote helpdesk support across:

o   Windows 10/11, macOS, and iOS/iPadOS devices

o   Core applications (Microsoft Office suite, Acrobat, ServiceNow, Workday, Salesforce, etc.) 

o   Network connectivity

o   Peripheral devices (printers, scanners, accessories)

o   IP phones (8x8) 

o   DUO MFA administration 

Escalation & Collaboration 

·       Escalate tickets appropriately to Tier-2 teams based on priority, complexity, and request type. 

·       Communicate clearly and kindly with users and teammates while maintaining a calm, solution focused approach. 

·       Work with Enterprise IT partners to ensure consistent quality, knowledge sharing, and smooth handoffs. 

Curiosity & Continuous Learning 

·       Stay up to date on evolving tools, platforms, and support practices. 

·       Ask questions, investigate recurring issues, and help identify patterns or opportunities for improvement. 

·       Documents work thoroughly so others can learn from your findings. 

·       Build deep knowledge of assigned systems, functional areas, and emerging technologies. 

Adaptability & Ownership 

·       Respond quickly and effectively to production issues, taking responsibility through resolution. 

·       Thrive in an environment where priorities shift and new challenges appear often. 

·       Participate in projects, knowledgebase contributions, and process improvements. 

BASIC QUALIFICATIONS  

• Associate degree or equivalent professional experience
• 1+ year of help desk, technical support, or desktop support experience 
• 1+ year of experience with: 
• o   Windows 10/11, macOS, iOS/iPadOS
• o   Network connectivity troubleshooting 
• o   Peripheral device support 
• Demonstrated proficiency with standard workplace applications: 
• o   Microsoft Office, Acrobat, Cisco tools, ServiceNow 
• Working knowledge of: 
• o   Hybrid Azure/Entra Active Directory 
• o   Windows/macOS security fundamentals 
• o   SharePoint and M365 collaboration 
• ·Experience with iOS/iPhone troubleshooting 
• US Citizenship required due to federal customer contracts 
   

PREFERRED QUALIFICATIONS  

• ·       One or more years of experience with Microsoft 365 (SharePoint, Teams, Entra 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.

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, religion, gender, sexual orientation, gender identity, or national origin, age, disability status, Genetic Information & Testing, Family & Medical Leave, protected veteran status, or any other characteristic protected by law.  We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer or the government, or against any individuals who assist or participate in the investigation of any complaint or discrimination claim.

The "Know Your Rights" Poster is included here:

Know Your Rights (English)

Know Your Rights (Spanish)

The pay transparency policy is available here:

Pay Transparency Nondiscrimination Poster-Formatted

QTS is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an e-mail to [email protected] and let us know the nature of your request and your contact information.