HELP DESK TECHNICIAN

Join a Growing Team at Quantum Services Group Where IT Never Sleeps

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.

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.

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.

JOB TITLE: Help Desk Technician
STATUS: Full-Time
REPORTS TO: IT Director
LOCATION: In Office

• Basic technical support at the network level: WAN and LAN connectivity, routers, switches, access points, firewalls, and security
• IT Support relating to technical issues involving Microsofts core business applications and operating systems (Office 365, Windows 10, etc.)
• Basic remote access solution implementation and support: VPN, Remote Desktop
• Resolve the remote monitoring and management system alerts and notifications, and respond accordingly through service tickets
• System documentation maintenance and review in the ticketing system
• Communicate with clients regularly: keep clients updated on incident progress and timelines, notifying them of impending changes or agreed outages
• Answer overflow client calls when Customer Service Representatives are unavailable to do so
• 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.
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.

• Travel to client sites to install and support client hardware and network infrastructure
• Flexibility to provide continued client support after-hours when necessary, in office or client site
• Must have reliable transportation

• Improve client relationships via service, perception, and satisfaction
• Prompt and accurate turnaround of client requests
• Ability to work in a team and independently while maintaining effective communication, both written and verbal
• Work with dispatch and management to ensure on-site requests are planned, documented and prepared in advance
• Escalate service requests that require higher tier support
• Responsible for entering time and expenses in the ticketing system as it occurs
• Understand processes and complete assigned training
• Understanding of company knowledge base with ability to independently search provided resources
Enter all work as service tickets into the ticketing system

• Basic understanding of operating systems, business applications, printing systems, and network systems
• Interpersonal skills: such as telephony skills, communication skills, active listening and Client-care
• Desire to set and achieve professional goals
• Ability to multi-task and adapt to changes quickly
• Diagnosis skills of technical issues
• Troubleshooting: ability to utilize resources for related technical issues and determine priority of the issue
• Awareness and general understanding of all IT Services provided
• Understanding of tools, techniques, and methodology used to provide IT services
• Self-motivated with the ability to work in a ever-changing environment
Typing and proofreading skills to ensure quick and accurate entry of service request details

• Associates Degree in Computer Science or related field (Preferred)
• Active Directory Controlled Windows Environments: 1 year (Preferred)
• Network configuration and troubleshooting experience (Preferred)
Relevant certifications (Preferred)