Qureos Mentor

Quantum Services Group

<div>Position Description:
<p><b>Join a Growing Team at Quantum Services Group Where IT Never Sleeps</b></p><p>
Quantum Services Group, a leading IT Managed Service Provider based in Auburn Hills, Michigan, is expanding our operations to provide seamless 24/7 support for our clients. As part of this exciting growth, were seeking dedicated professionals who are ready to take their careers to the next level in a dynamic, always-on environment.</p><p>
Were currently hiring for key roles on our overnight and weekend support teams. If you thrive in a fast-paced, problem-solving atmosphere and enjoy the flexibility of non-traditional hours, this is a great opportunity to grow with a company that values reliability, teamwork, and round-the-clock excellence.</p><p><b>
Shift availability and preferences will be discussed during phone and in-person interviews. We offer structured support, onboarding, and scheduling to ensure team successday or night.</b></p><p></p><p><b><br>
JOB TITLE: </b>Help Desk Technician<br>
<b>STATUS:</b> Full-Time<br>
<b>REPORTS TO:</b> IT Director<br>
<b>LOCATION:</b> In Office</p><div></div><div><br>
</div><div><b>SUMMARY:</b> The Help Desk Technician is responsible for handling incoming service requests. This relates to all technology, including but not limited to: workstations, peripherals, servers, VoIP, networks, and vendor specific hardware and software.<br>
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<div><b>ESSENTIAL DUTIES AND REPONSIBILITIES:
</b></div><ul><li>Basic technical support at the network level: WAN and LAN connectivity, routers, switches, access points, firewalls, and security
</li><li>IT Support relating to technical issues involving Microsofts core business applications and operating systems (Office 365, Windows 10, etc.)
</li><li>Basic remote access solution implementation and support: VPN, Remote Desktop
</li><li>Resolve the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
</li><li>System documentation maintenance and review in the ticketing system
</li><li>Communicate with clients regularly: keep clients updated on incident progress and timelines, notifying them of impending changes or agreed outages
</li><li>Answer overflow client calls when Customer Service Representatives are unavailable to do so
</li><li>We believe in documenting all our work and contact with clients. We follow our Standard Operating Procedures and create new ones as necessary. We create a shared consciousness and work as an integrated team.
</li>A good-fit team member comes prepared, understands their skill set and wants to improve it by learning outside of work, and always has the best interest of the customer at heart. This is a fast-paced environment and tasks change each day.<br>
<li>
</li></ul><div></div><br>
<div><b>CRITICAL DEMANDS:
</b></div><ul><li>Travel to client sites to install and support client hardware and network infrastructure
</li><li>Flexibility to provide continued client support after-hours when necessary, in office or client site
</li><li>Must have reliable transportation</li></ul><div></div><div><b><br>
ADDITIONAL DUTIES AND RESPONSIBILITIES:
</b></div><ul><li>Improve client relationships via service, perception, and satisfaction
</li><li>Prompt and accurate turnaround of client requests
</li><li>Ability to work in a team and independently while maintaining effective communication, both written and verbal
</li><li>Work with dispatch and management to ensure on-site requests are planned, documented and prepared in advance
</li><li>Escalate service requests that require higher tier support
</li><li>Responsible for entering time and expenses in the ticketing system as it occurs
</li><li>Understand processes and complete assigned training
</li><li>Understanding of company knowledge base with ability to independently search provided resources
</li>Enter all work as service tickets into the ticketing system<br>
<li>
</li></ul><div></div><br>
<div>KNOWLEDGE, SKILLS, AND/OR ABILITIES REQUIRED: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
</div><ul><li>Basic understanding of operating systems, business applications, printing systems, and network systems
</li><li>Interpersonal skills: such as telephony skills, communication skills, active listening and Client-care
</li><li>Desire to set and achieve professional goals
</li><li>Ability to multi-task and adapt to changes quickly
</li><li>Diagnosis skills of technical issues
</li><li>Troubleshooting: ability to utilize resources for related technical issues and determine priority of the issue
</li><li>Awareness and general understanding of all IT Services provided
</li><li>Understanding of tools, techniques, and methodology used to provide IT services
</li><li>Self-motivated with the ability to work in a ever-changing environment
</li>Typing and proofreading skills to ensure quick and accurate entry of service request details<br>
<li>
</li></ul><div></div><br>
<div><b>EDUCATION AND/OR EXPERIENCE:
</b></div><ul><li>Associates Degree in Computer Science or related field (Preferred)
</li><li>Active Directory Controlled Windows Environments: 1 year (Preferred)
</li><li>Network configuration and troubleshooting experience (Preferred)
</li>Relevant certifications (Preferred)<br>
<li>
</li></ul><div></div><br>
<div><b>PHYSICAL DEMANDS:
</b></div><div>The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.<br>
</div><div></div><br>
<div>While performing the duties of this job, the employee is regularly required to talk or hear. The employee regularly is required to stand, walk, sit, climb stairs, use hand to finger, handle or feel objects, tools, or controls; and reach with hands and arms. The employee frequently lifts and/or moves up to 50 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.<br>
</div><div></div><br>
<div><b>WORK ENVIRONMENT:
</b></div><div>The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job generally operates in a clerical office setting. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.<br>
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<div><b>ABOUT QSG:
</b></div><div>At QSG, we pride ourselves on a collaborative office atmosphere, driven to provide the most reliable Managed Services to every client. We treat each client like the only client.<br>
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<div><b>COMMENTS:
</b></div><div>This description is intended to describe the essential job functions, the general supplemental functions and the essential requirements for the performance of this job. It is not an exhaustive list of all duties, responsibilities and requirements of a person so classified. Other functions may be assigned and management retains the right to add or change the duties at any time.</div></div><p></p>

HELP DESK TECHNICIAN

Join Quantum Services Group and explore 1   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Quantum Services Group

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HELP DESK TECHNICIAN