Enterprise IT Support Engineer I

QTS Realty Trust; Atlanta, Suwanee (GA, GA); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health benefits

401(k) plan

Paid holidays

Paid time off

Tuition assistance

Parental leave

Stock Purchase Plan

Volunteer days

Job summary

QTS Realty Trust is seeking an Enterprise IT Support Engineer I to assist with desktop support duties across Windows and Mac environments. You will help remote and on-site users, troubleshoot devices, and coordinate with Systems Engineers on deployments and incidents.

Ideal candidates bring 2+ years in desktop support, familiarity with Office 365 and Cisco products, and experience with AD/Entra identity management.

Qualifications

• Associates degree or equivalent professional experience.
• Two or more years of desktop support and customer support experience.
• Experience with Windows 10/11, MacOS, iOS/iPadOS, network connectivity, and peripherals (printers, scanners).
• Expertise in standard workplace apps such as Microsoft Office 365, Adobe, Cisco products.
• Experience with Hybrid Azure/Entra AD, Windows/MacOS security, and file/share permissions.

Responsibilities

• Handle desktop support tickets with timely acknowledgement and resolution.
• Support hardware, software, and networking issues for premises and remote employees.
• Provide desktop support for Windows and Mac devices and peripherals.
• Assist Systems Engineers onsite when needed.
• Deploy end-user equipment and manage inventory.
• Participate in system design and testing for assigned tasks.
• Contribute to process documentation and improvements.
• Maintain current knowledge of technical areas and team quality.

Skills

Desktop support

Windows 10/11

MacOS

Office 365

AD/Entra identity

Networking basics

Education

Associates degree or equivalent experience

Tools

ServiceNow

RMM tools

Jamf

Cisco AnyConnect VPN

Job description

Who we are: As a global leader in digital infrastructure, QTS designs, builds and operates advanced data centers that support strategic AI, cloud and digital transformation initiatives. We are driven by a mission to connect the world for good and our people make it possible. Every single day, the creativity, dedication and genuine care for our communities are what push us forward and make this a truly special place to be. The Enterprise IT Support Engineer I will be responsible for aiding where needed for common desktop support issues while performing with little supervision. 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.

• Stewarding incoming desktop support tickets through timely acknowledgement, notation, and resolution
• Handling desktop support escalations regarding hardware, software, and networking elements
• Providing support for both on-premises and remote employees (national and international)
• Provide desktop support to end-users, troubleshooting issues related to Windows and MacOS devices, software, and peripheral equipment
• Provide onsite assistance for Systems Engineers when needed
• Deployment of end-user equipment and maintaining inventory
• Participate in the design of new or changing systems
• Participate in functional test planning and testing for the assigned tasks
• Participate in process improvement and documentation for any supported systems and services
• Stay current with changes in the technical area of expertise
• 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
• Provide weekly status reports on individual projects and tasks

BASIC QUALIFICATIONS

• Associates degree or equivalent professional experience
• Two or more years of desktop support and customer support experience
• One or more years of experience & knowledge of Windows 10/11, MacOS, iOS/iPadOS, network connectivity, and support of peripheral devices (printers, scanners, etc.)
• Demonstrated expertise in standard workplace applications, including but not limited to Microsoft Office 365, Adobe, Cisco products
• Working knowledge of Hybrid Azure/Entra Active Directory, fundamental Windows and/or MacOS security, and file and share permissions

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

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

• 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
• 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/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

QTS is an Equal Opportunity Employer.

Learn more: Equal Opportunity Employer/Veterans/Disabled

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 [e-mail] and let us know the nature of your request and your contact information.