Desktop Analyst/Helpdesk Technician

Job Description

Job Description

With over 40 years of innovation, Quantum's end-to-end platform is uniquely equipped to orchestrate, protect, and enrich data across its lifecycle, providing enhanced intelligence and actionable insights. Leading organizations in cloud services, entertainment, government, research, education, transportation, and enterprise IT trust Quantum to bring their data to life, because data makes life better, safer, and smarter. Quantum is listed on Nasdaq (QMCO). For more information, visit

You’ll join a team of exceptional leaders and individuals who strive for growth and improvement across our business. The Information team plays a crucial role in the success of our organization, and you have a passion for ensuring both our business and customers are supported through world-class programs and services.

The Desktop Support / Helpdesk Technician provides technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. This role requires strong troubleshooting skills, excellent customer service, and the ability to work in a fast-paced environment.

Preferences:

• We are primarily a Windows-based Microsoft Dynamics 365 (D365) environment, so strong Windows expertise is essential.
• macOS support knowledge is also desired to assist with mixed-device environments.

Key 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.

Key Competencies:

• Strong customer service and communication skills.
• Ability to troubleshoot effectively and resolve technical issues promptly.
• Team-oriented with a high sense of accountability.
• Familiarity with networking fundamentals, backup systems, and data communication.
• Experience using helpdesk ticketing systems.

Requirements:

• 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.
• Familiarity with JAMF for macOS device management (preferred).
• 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.

Desired (Not Required):

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

Quantum provides a diverse portfolio of health plans for medical and prescription, dental, vision, life, disability, and supplemental medical insurance options. We also support our team members’ efforts to develop and maintain a healthy lifestyle through reimbursement and educational programs. Quantum offers a company-matched 401(k) plan to help employees save for retirement in a tax-advantaged way. We also have an Employee Stock Purchase Program for purchasing Quantum stock at a discounted rate.

Anticipated Hourly Range: $25.00 to $28.50 for qualified applicants.

The above pay range represents Quantum's good faith and reasonable estimate of possible compensation at the time of posting. Pay within the range will be based on a variety of factors, including but not limited to, relevant experience, knowledge/education, skills/abilities, internal equity, and budgetary considerations.