Desktop Support Engineer

Ampcus Inc. is a certified global provider of a broad range of Technology and Business consulting services. We are in search of a highly motivated candidate to join our talented Team.

Job Title: Desktop Support Engineer.

Location(s): Gallatin, TN.

Position Summary:

• 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.

Key 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.

Required Skills & Technical Competencies:

• Operating Systems & Devices: Advanced knowledge of Windows/Mac environments, hardware diagnostics, and enterprise workstation support.
• Endpoint Management & Deployment: SCCM, Jamf.
• IT Service Management: ServiceNow.
• Remote Support Tools: Nextthink and other remote desktop assistance platforms.
• Collaboration Tools: Zoom, Microsoft Teams, Slack.
• Automation & Scripting: Basic to intermediate scripting knowledge for task automation.
• Server Support: Foundational server troubleshooting experience.

Core Competencies:

• 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.

Ampcus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veterans or individuals with disabilities.