Desktop Analyst/Helpdesk Technician

Summary

Quantum is a leader in cloud services and data management, providing innovative solutions for various industries. The Desktop Analyst/Helpdesk Technician will be responsible for providing technical assistance and support for computer systems, software, and hardware, ensuring exceptional customer service and effective troubleshooting in a fast-paced environment.

Responsibilities

• Respond to requests for technical assistance via phone, chat, email, or in person
• Diagnose and resolve hardware and software issues across Windows and macOS environments
• Provide support for M365 applications and collaboration tools
• Research and resolve technical questions using available resources
• Follow standard help desk procedures and document all interactions in the ticketing system
• Administer help desk software and maintain accurate records of IT assets
• Escalate complex issues to appropriate teams and track resolution progress
• Assist with onboarding and training of end-users on new technologies
• Participate in a rotating on-call schedule for after-hours support
• Maintain a courteous and professional demeanor while delivering exceptional customer service
• Stay current with system updates, security best practices, and emerging technologies

Skills

• Associate's degree in IT or equivalent experience
• 2+ years of IT support experience (phone-based and onsite)
• Advanced knowledge of Windows 11 and familiarity with macOS
• Experience with Active Directory (password resets, group membership)
• Knowledge of wired/wireless networking and PC setup/configuration
• Experience installing and troubleshooting hardware/software
• Strong problem-solving and analytical skills
• Excellent written and verbal communication skills
• Ability to prioritize and manage multiple tasks in a fast-paced environment
• Ability to work from our office in Centennial, CO 5 days per week
• Familiarity with JAMF for macOS device management
• CompTIA A+
• Industry standard for IT support roles. Covers hardware, software, networking basics, and troubleshooting. Highly recommended for starting in helpdesk or desktop support

Qualifications

Must Haves

• Associate's degree in IT or equivalent experience
• 2+ years of IT support experience (phone-based and onsite)
• Advanced knowledge of Windows 11 and familiarity with macOS
• Experience with Active Directory (password resets, group membership)
• Knowledge of wired/wireless networking and PC setup/configuration
• Experience installing and troubleshooting hardware/software
• Strong problem-solving and analytical skills
• Excellent written and verbal communication skills
• Ability to prioritize and manage multiple tasks in a fast-paced environment
• Ability to work from our office in Centennial, CO 5 days per week

Nice to Haves

• Familiarity with JAMF for macOS device management
• CompTIA A+
• Industry standard for IT support roles. Covers hardware, software, networking basics, and troubleshooting. Highly recommended for starting in helpdesk or desktop support

Benefits

• A diverse portfolio of health plans for medical and prescription, dental, vision, life, disability, and supplemental medical insurance options.
• Reimbursement and educational programs.
• A company-matched 401(k) plan to help employees save for retirement in a tax-advantaged way.
• An Employee Stock Purchase Program for purchasing Quantum stock at a discounted rate.