Careers

Help Desk Support Technician Wanted: 

Our number one focus when growing our team is to find people who above all enjoy interacting with others in a team environment and have the heart of a servant. We choose our customer base carefully to ensure we are doing business with like-minded people who understand and respect the need for our services. We strive to be a team that is eager to help and make our customer's day better. 

The Help Desk Support Technician will be responsible for supporting the IT service desk by providing end-user support via phone calls, e-mails, and self-service requests. You will answer questions on basic technical issues and offer advice to solve them. The Help Desk Support Technician will provide a high level of service to end users requesting support or reporting trouble tickets. 

Troubleshoot technical issues in: Windows, M365/Outlook, and other common computing technologies. The Help Desk Support Technician will be responsible for all technology related issues that employees might have including internal business applications, e-mail, printers, as well as network and systems troubleshooting. 

Help Desk Support Technician - Responsibilities: 

• Basic solution implementation and support: VPN, Active Directory, Microsoft 365, AzureAD 

• Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security 

• Use software and hardware pertinent to the detection and resolution of desktop computers and network problems. 

• Knowledge of Windows 10 - installing and troubleshooting 

• Installing, configuring, and troubleshooting desktop hardware and peripherals 

• Microsoft 365 Basic Administration 

• Active Directory Basic Administration 

Help Desk Support – Requirements: 

• 1 year experience working for a MSP. 

• Good computer skills with IT and Customer Service experience. 

• Experience with RMM (ConnectWise, Datto, AutoTask, etc.) 

• Experience with the following Cloud technologies – Microsoft 365, AzureAD, Windows Computers, Teams, OneDrive, SharePoint Online 

• Experience with the following technologies – Windows, Windows Server, Office applications 

Help Desk Support – Benefits: 

• Health care 

• 401k+ company match 

• Certification reimbursements 

• Cellphone reimbursement 

• PTO 

Interested candidates should apply below or by sending a resume to rdykstra@QLmi.com

Position Overview: 

As a Professional Services Engineer, you will be a key member of our technical team, providing high-level expertise and leadership across various aspects of our service offerings. You will mentor Help Desk and Senior Help Desk Technicians, manage new customer onboardings and offboardings, serve as an escalation point for complex technical issues, and work directly with senior management at customer organizations to build technology roadmaps. Your role will involve leveraging your deep technical knowledge to ensure the successful delivery of services and solutions, acting as a trusted advisor to our customers, and driving continuous improvement in our service delivery. 

Job responsibilities: 

• Mentor and provide guidance to Help Desk and Senior Help Desk Technicians, fostering their professional development and technical skills. 

• Manage the onboarding and offboarding processes for new and departing customers, ensuring a smooth transition and seamless service delivery. 

• Serve as an escalation point for complex technical issues that cannot be resolved by the Help Desk team, providing expert-level troubleshooting and problem resolution. 

• Work directly with senior management at customer organizations to develop and maintain technology roadmaps that align with their business objectives. 

• Act as a subject matter expert in all things technology, providing strategic advice and technical leadership across a wide range of IT solutions and services. 

• Collaborate with internal teams and customers to design, implement, and optimize IT infrastructure, ensuring it meets performance, security, and scalability requirements. 

• Conduct regular technology assessments and audits to identify opportunities for improvement and ensure compliance with industry standards and best practices. 

• Lead and participate in projects to deploy new technologies and upgrade existing systems, ensuring successful project completion within scope, budget, and timeline. 

• Stay current with emerging technologies, trends, and best practices, and incorporate this knowledge into customer solutions and internal processes. 

• Provide high-level technical support and consulting services to customers, helping them achieve their business goals through effective use of technology. 

• Develop and maintain strong relationships with customers, acting as a trusted advisor and primary point of contact for technical matters. 

• Ensure all technical documentation is accurate, up-to-date, and accessible to relevant stakeholders. 

• Participate in regular meetings with customers and internal teams to review service performance, address concerns, and identify areas for improvement. 

Requirements 

• Minimum of 8 years in business IT support and services, including experience in technical leadership or a client-facing consulting role. 

• Expert-level knowledge in IT infrastructure, including network architecture, cloud environments (e.g., Azure, AWS), Windows Server, Active Directory, and Microsoft 365. Advanced proficiency in virtualization, VPNs, and security best practices. 

• Demonstrated experience in managing IT projects from inception through deployment, with a track record of on-time and on-budget delivery. 

• Exceptional interpersonal skills with the ability to act as a trusted advisor to clients, providing high-level guidance and support. 

• Proven ability to mentor and develop junior and senior technical staff, including fostering skill growth and encouraging best practices. 

• Experience in creating and managing technology roadmaps, aligning IT solutions with business objectives, and advising on long-term planning. 

• Strong ability to maintain accurate documentation, with an understanding of industry compliance standards and the ability to ensure alignment. 

• Commitment to staying current with emerging technologies and best practices, with an interest in obtaining additional certifications or skills relevant to the role. 

We are looking for an Energetic, Motivated and Responsible person with a Positive Attitude to join our Team as a Voice Over IP (VOIP) Technician.  Our culture is one of collaboration and teamwork which will provide a stable foundation to build a career.

A successful employee at Quantum Leap will share in our Core Values while focusing their daily efforts on team building and accomplishing installation or service tasks.  The ideal candidate will also have great troubleshooting abilities and attention to detail.

Responsibilities

• Develop positive relationships with our Quantum Leap team and our Customers
• Install, Troubleshoot, and Repair on-premise and cloud VOIP phone systems
• Work with IT managers, System Administrators, and third-party IT companies on networks, desktops, and VM servers as they relate to the VOIP systems or applications
• Develop skills in basic firewall programming for cloud VOIP installments
• Ensure security and privacy of networks and computer systems
• Work with Administrators and End Users on using VOIP features
• Document records/logs of repairs and fixes and maintenance schedule

Requirements

• Excellent diagnostic and problem-solving skills
• Excellent communication ability
• Outstanding organizational and time-management skills
• Familiarity with basic network setup

Helpful Skills/Experience (not necessary to apply)

• Advanced networking / VLANs
• Advanced firewall programming
• VMware servers
• VOIP experience
• Desktop knowledge in Windows/MAC

Quantum Leap provides competitive pay, benefits, and reimbursement for business expenses.  Exact compensation will be commensurate with experience. 

Work Hours:  Full-Time, M-F 8am-5pm with some possible overnight travel. 

Location:  Work from our Grand Rapids office.  4035 Park E Court SE, Grand Rapids, MI 49546

Interested Candidates should apply below. You can also apply by sending your resume to:  rdykstra@qlmi.com

At Quantum Leap, we consider ourselves a big family.  Dysfunctional at times (like most families) but a family nonetheless.  Our goal when building and growing the company was to create a work environment where we have a lot of fun working really hard.  We strive towards a collaborative and supportive culture that our people are proud to be part of and are even more proud to tell others about. Check out our “Core Values” to learn more about who we are.

Below are our expectations for a successful Outside Sales Rep:

Responsibilities:

• Present and sell company products and services to new and existing customers
• Prospect and contact potential customers
• Reach agreed upon sales targets by deadlines
• Resolve customer inquiries and complaints
• Set follow-up appointments to keep customers aware of latest developments
• Create sales material to present to customers

Qualifications:

• Previous experience in business to business sales, customer service, or other related fields preferred
• Must be able and willing to prospect and network consistently
• Familiarity with CRM platforms
• Ability to build rapport with clients
• Strong negotiation skills
• Deadline and detail-oriented

Interested Candidates should apply below. You can also apply by sending your resume to:  rdykstra@qlmi.com