Desktop Support Engineer

Ampcus Inc. • Gallatin, TN

9d • Onsite

About The Position

The IT Support Specialist will operate in a fast-paced enterprise environment, delivering end-to-end technical support to employees across corporate headquarters, retail locations, distribution centers, regional offices, and remote sites. This role requires a customer-centric mindset focused on enabling workforce productivity by ensuring timely, efficient, and high-quality technical service. The Specialist will assess, diagnose, and resolve workstation and server-related issues while supporting both onsite and remote employees.

Requirements

• Advanced knowledge of Windows/Mac environments, hardware diagnostics, and enterprise workstation support.
• SCCM, Jamf.
• ServiceNow.
• Nextthink and other remote desktop assistance platforms.
• Zoom, Microsoft Teams, Slack.
• Basic to intermediate scripting knowledge for task automation.
• Foundational server troubleshooting experience.
• Strong interpersonal and customer service skills.
• Ability to build relationships across all organizational levels.
• Multitasking in high-volume environments.
• Process-driven troubleshooting methodology.
• Accountability and ownership of issue resolution.
• Strong written and verbal communication skills.

Responsibilities

• Provide hands-on workstation and server troubleshooting support.
• Deliver exceptional end-user support by actively listening, asking clarifying questions, and responding efficiently to hardware and application issues.
• Research, diagnose, resolve, or escalate technical and procedural issues across multiple service channels.
• Utilize defined processes and documented procedures to determine appropriate solutions.
• Support users through in-person and virtual channels while maintaining high service consistency.
• Maintain strong knowledge of enterprise technologies and end-user application environments.
• Communicate clearly with stakeholders while managing multiple priorities.
• Meet and exceed key performance indicators (KPIs) related to service quality and resolution time.
• Demonstrate flexibility to support onsite and remote workforce needs.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed