Job Description

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. We are currently seeking a Desktop Support Technician. Candidates must be able to work onsite in Louisville, KY and have and maintain a valid driver’s license.

We are looking for a knowledgeable Desktop Support Technician with a high aptitude for customer service in the Louisville area. Our client’s technicians interface with the agency users remotely and in person, so customer service skills are as essential as technical skills. Qualified candidates must maintain a valid driver’s license and lift and carry heavy objects or work in uncomfortable positions for extended periods of time. Candidates must have experience related directly with desktop support (one to two years minimum preferred), including but not limited to installation, troubleshooting, and repair in a windows-based environment. The candidate also needs to possess basic network troubleshooting skills.

Required Skill Sets:

• One year of IT experience as a Help desk or Desktop Support technician with experience providing desktop support duties and troubleshooting skills. Excellent customer service skills.
• Excellent Attendance is required for this position.
• Customer services skills and temperament:
• No foul, abrasive or condescending language used over the phone.
• No argumentative demeanor.
• Takes ownership, not defensive about blame.
• Empathetic
• Patient with upset and/or angry customers.
• Good Communication Skills
• Problem solver (troubleshooting skills)
• Critical thinker
• Trainable
• Self-starting and Initiative
• Able to simplify explanations so that the customer understands.

The Following are Examples of the Competency Items Which We Would “Like” to See in this Individual as Well:

• Experience in customer service-oriented workplace.
• IT experience and knowledge in the following:
• Desktop Support (Onsite and remote)
• Windows 7 and 10 Operating System
• Mapping network drives
• Global Protect support
• General NAS knowledge
• Office Suite (particularly Outlook 2013 or higher)
• Application knowledge (adobe, java)
• Preferred ServiceNow Ticketing System experience and knowledge base writing.
• Experience in phone center and/or helpdesk work.
• Experience working in a lively and ever-changing environment (adaptability).
• Experience working with, and as an active part of, a lively team (team player).
• Multi-tasking ability.
• Documentation skills (clear, concise).
• Experience with Active Directory (our most used tool to reset passwords).
• Experience with remote support or desktop support.

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