Enterprise IT Support Engineer I

QTS Data Centers is seeking an Enterprise IT Support Engineer I to deliver desktop support with limited supervision in a fast-paced environment. This onsite role in Atlanta supports both local and remote users, addressing issues across hardware, software, and networking while contributing to deployments and service improvements.

You will be responsible for resolving desktop support tickets and escalations for Windows and MacOS devices, coordinating when assistance is needed for Systems Engineers, and helping maintain an effective, well-documented support process.

Key Responsibilities

• Steward incoming desktop support tickets by acknowledging requests promptly, documenting details, and driving issues to resolution
• Handle desktop support escalations involving hardware, software, and networking components
• Support on-premises and remote employees, including national and international users
• Troubleshoot and resolve end-user issues across Windows and MacOS devices, software, and peripheral equipment
• Provide onsite assistance to Systems Engineers when needed
• Deploy end-user equipment and maintain corresponding inventory records
• Participate in the design of new systems or changes to existing systems
• Contribute to functional test planning and testing for assigned tasks
• Support process improvement and documentation for supported systems and services
• Stay current on technical changes within your area of expertise
• Work with the team to maintain quality across assigned tasks, functional areas, or projects
• Respond quickly and effectively to production issues and follow them through to resolution
• Provide weekly status reports on individual projects and tasks

Required Qualifications

• Associates degree or equivalent professional experience
• Two or more years of desktop support and customer support experience
• One or more years of experience and knowledge of Windows 10/11, MacOS, iOS/iPadOS, network connectivity, and peripheral device support (printers, scanners, etc.)
• 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

• 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

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, plus 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

Additional benefits include medical, dental, vision, life, and disability insurance; flexible spending and HSA accounts; paid holidays; paid time off; employee assistance program; tuition assistance; parental leave; military leave assistance; QTS scholarship for dependents; and a competitive benefits package.

Location: Atlanta, GA (onsite). Minimum experience: 2 years.

QTS is an Equal Opportunity Employer. Learn more: Equal Opportunity Employer/Veterans/Disabled.