Main Console Operator (3rd Shift)

Quantam; Frankfort (KY); On-site; USD 30,000 - 41,000; Full time

Benefits offered by this job

Health benefits

Paid time off

401(k) plan

Onsite work

Job summary

Quantam Solutions provides IT solutions and consulting with competitive hourly wages and benefits. They seek a Main Console Operator to join the Enterprise IT Operations team for 3rd shift coverage in a mission-critical environment.

The role emphasizes monitoring, incident response, and documentation, with on-site work and a strong focus on IT security and uptime.

Qualifications

• Experience diagnosing hardware and software issues.
• Strong troubleshooting and problem-solving abilities.
• Working knowledge of Windows operating systems.
• Familiarity with Windows networking and basic troubleshooting tools.
• Experience with Microsoft 365 apps including Outlook, Teams, Word, Excel, SharePoint, PowerPoint.

Responsibilities

• Monitor enterprise IT infrastructure and services using monitoring tools.
• Identify issues through proactive monitoring and create/update incident tickets.
• Provide Tier 1 IT support for hardware, software, network, and user issues.
• Document troubleshooting activities and escalate when needed.
• Communicate incidents with internal teams and stakeholders.
• Assist in access control and data center operations.
• Maintain detailed notes in ITSM system.

Skills

Desktop Support

Troubleshooting

Windows OS

PowerShell/Command Prompt

Microsoft 365 (Outlook, Teams, Word,

Education

None

Tools

Windows OS

PowerShell/Command Prompt

Microsoft 365

ITSM awareness

Job description

Quantam Solutions provides IT solutions and consulting for various clients. We offer competitive hourly wages, health benefits, paid time off, and a 401(k) plan. Our client is seeking a Main Console Operator to join its Enterprise IT Operations team. This position supports a mission-critical technology environment responsible for the continuous monitoring and operation of enterprise IT infrastructure. The selected candidate MUST be willing to work 3rd shift hours.

The team provides 24/7 monitoring of critical IT systems and data center operations and serves as a primary point of contact for network and technology-related issues outside of normal business hours. The Main Console Operator will monitor enterprise systems, respond to alerts and outages, provide Tier 1 technical support, document incidents, and elevate issues when necessary.

Work Schedule

Third Shift - 40 Hours Per Week

• Monday: 10:30 PM - 9:00 AM
• Tuesday: 10:30 PM - 9:00 AM
• Thursday: 10:30 PM - 9:00 AM

Schedule times may occasionally be adjusted slightly to ensure team coverage but will remain within typical third-shift hours.

• Fully onsite; telework is not authorized.
• Open-office environment with shared workstations.
• Business casual attire; jeans are permitted.
• This team supports critical infrastructure operating 24 hours a day, 7 days a week and does not close due to weather-related conditions.
• The selected candidate will complete an initial orientation and training period of at least one week during first-shift hours.
• This position does not involve direct interaction with the general public in an official capacity.

Responsibilities

• Monitor enterprise IT infrastructure, systems, applications, and services using web-based and computer-based monitoring tools.
• Identify potential system, application, network, and infrastructure issues through proactive monitoring.
• Create, update, and maintain detailed incident tickets and service requests related to system alerts, network outages, user issues, and other technology events.
• Provide clear and detailed documentation of troubleshooting activities, findings, actions taken, and escalation efforts.
• Communicate verbally and electronically with internal teams, government organizations, technical personnel, and other stakeholders regarding technology incidents and service interruptions.
• Monitor the operational and environmental status of the client's data center.
• Assist with controlling access to restricted data center areas, including processing access requests, assisting authorized visitors, and providing escorts when necessary.
• Provide Tier 1 IT support for hardware, software, network, system, and user-related issues.
• Perform initial troubleshooting and initiate escalation procedures when an issue requires additional technical support.
• Track escalated incidents and maintain detailed notes within the client's IT Service Management system.
• Safeguard sensitive information, systems, and equipment and help prevent unauthorized access, loss, or distribution.
• Follow established IT policies, security procedures, operational standards, and applicable regulatory requirements.
• Assist with physical changes, equipment maintenance, and other operational activities within the data center environment.
• Perform additional duties supporting enterprise IT operations as needed.

Required Skills & Qualifications

• Previous experience as a Desktop Support Technician, Help Desk Technician, IT Support Specialist, NOC Technician, or similar IT support professional.
• Hands-on experience diagnosing and resolving hardware and software issues.
• Strong technical troubleshooting and problem-solving abilities.
• Working knowledge of Windows operating systems.
• Familiarity with basic Windows networking and troubleshooting tools using Command Prompt and/or PowerShell.
• Experience with Microsoft 365 applications, including:
• Outlook
• Teams
• Word
• Excel
• SharePoint
• PowerPoint
• Strong customer service and interpersonal skills.
• Professional verbal and written communication abilities.
• Strong attention to detail, particularly when documenting incidents and troubleshooting activities.
• Ability to learn new technologies, procedures, and monitoring systems.
• Ability to work effectively within a team while requiring limited direct supervision.
• Self-motivated, dependable, and capable of maintaining reliable attendance.
• Ability to occasionally adjust work hours when necessary to support team coverage.
• Ability to successfully complete a required background investigation and fingerprinting process.

Preferred Qualifications

Experience in one or more of the following areas is highly desirable:

• IT Service Management (ITSM) systems and ticket creation/documentation.
• ServiceNow or similar ITSM platforms.
• Network Operations Center (NOC) or enterprise IT operations.
• Data center operations.
• Active Directory.
• Dynatrace or similar application/infrastructure monitoring platforms.
• Windows System Center or similar enterprise management tools.
• Database operations and relational database fundamentals.
• Application Programming Interfaces (APIs) and system integrations.