Enterprise IT 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

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.

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.

• Manage and process incoming desktop support, Business Systems Support (BSS), and Service Now tickets within the Incident Management System (IMS).
• Promptly acknowledge, document, troubleshoot, and resolve Tier 1 issues with a focus on accuracy and customer satisfaction.
• Provide remote helpdesk support across:
• Windows 10/11, macOS, and iOS/iPadOS devices
• Core applications (Microsoft Office suite, Acrobat, Service Now, Workday, Salesforce, etc.)
• Network connectivity
• Peripheral devices (printers, scanners, accessories)
• IP phones (8x8)
• DUO MFA administration

• 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.

• Stay up to date on evolving tools, platforms, and support practices.
• Ask questions, investigate recurring issues, and help identify patterns or opportunities for improvement.
• Document work thoroughly so others can learn from your findings.
• Build deep knowledge of assigned systems, functional areas, and emerging technologies.

• 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, knowledge‑base contributions, and process improvements.

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

• One or more years of experience with Microsoft 365 (SharePoint, Teams, Entra User Administration)
• Familiarity with Service Now
• Familiarity with Remote Monitoring & Management (RMM) solutions (Bomgar, Teamviewer, etc.)
• A+ Certification

• 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…