ONSITE IT SUPPORT TECHNICIAN

SUMMARY: The Onsite IT Support Technician is part of the QSG Support Team and serves as one of the onsite technical resources for a designated client location in Plymouth, Michigan. This role is responsible for handling incoming service requests and providing hands-on technical support to end users at the client site, while maintaining QSG’s standard of excellent customer service. This position reports to the client site 80% of the time and to the QSG office in Auburn Hills, Michigan 20% of the time. Please note: Initial training will take place at the QSG Auburn Hills office for the first few weeks. ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned as necessary.

• Report to the client site (Plymouth, MI) or QSG Office (Auburn Hills, MI) as scheduled
• Serve as an onsite point of contact for end-user technical support requests
• Provide technical support at the network level: WAN and LAN connectivity, routers, switches, access points, firewalls, and security appliances
• Support Microsoft core business applications and operating systems, including Office 365, Windows 10/11, and Active Directory
• Ensure proper function of users’ computers, software, and peripherals
• Implement and support remote access solutions including VPN and Remote Desktop
• Monitor and resolve alerts from the remote monitoring and management (RMM) system via service tickets
• Administer, secure, and maintain hardware and software at the client site
• Diagnose and resolve technical problems within the client’s environment
• Document hardware changes, orders, and all client interactions in the ticketing system following Standard Operating Procedures
• Enter all work, time, and expenses as service tickets in the ticketing system as they occur
• Communicate proactively with clients regarding incident progress, timelines, and planned changes or outages
• Escalate service requests that require higher-tier support
• Follow and contribute to Standard Operating Procedures; help build a shared team knowledge base
• Support the development of new hardware and software deployments
• We believe in documenting all our work and contact with clients. We follow Standard Operating Procedures and create new ones as necessary. We build a shared consciousness and work as an integrated team.A good-fit team member comes prepared, understands their skill set, wants to improve it, and always has the best interest of the customer at heart. This is a fast-paced environment and tasks change each day.

CRITICAL DEMANDS include the following. Other duties may be assigned as necessary. Flexibility to provide continued client support after-hours when necessary, in office or client site Must have reliable transportation and a valid driver’s license, PHYSICAL DEMANDS: 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. 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. WORK ENVIRONMENT: 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. ABOUT QSG: 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. COMMENTS: 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.

Do you have a valid Driver’s License license?, Do you have experience in Typing?, Do you have a Associate’s degree?, QUALIFICATION REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must take initiative to learn and understand process and workflow
• Excellent troubleshooting and diagnosis skills for technical issues
• Experience with Active Directory and Group Policy management
• Strong interpersonal skills including telephony, active listening, and client-care
• Excellent customer service skills and phone etiquette
• Ability to multi-task and adapt to changes quickly
• Self-motivated with the ability to work in an ever-changing environment
• Typing and proofreading skills to ensure quick and accurate entry of service request detailsUnderstanding of tools, techniques, and methodologies used to provide IT services

EDUCATION and/or EXPERIENCE: Associate’s and/or Bachelor’s 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 (e.g., CompTIA A+, Network+, Microsoft certifications) Proficient in Microsoft applications and computer hardware Prior help desk experience preferred