Advanced IT Support Specialist II — Desktop & Security Expert

AME Group; Nashville (TN); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Competitive salary

Benefits package

Growth opportunities

Collaborative environment

Flexible projects

Job summary

AME Group in Nashville, TN is seeking an IT Support Specialist II to provide advanced desktop and application support, own escalated tickets, and deliver exceptional customer service. You will work with Microsoft 365, Active Directory, and macOS environments to resolve complex issues.

This role emphasizes strong communication, proactive learning, and collaboration with server, network, and security teams. Join a supportive, growth‑oriented MSP and contribute to improving client experiences

Qualifications

• Microsoft 365 administration including Exchange Online and SharePoint.
• Active Directory administration with GPO troubleshooting and user/group management.
• Advanced desktop/application troubleshooting for complex problems.
• macOS troubleshooting with basic Jamf/MDM support.
• Network fundamentals: VPN, DNS, DHCP, basic diagnostics.
• Backup/recovery knowledge and file/folder restore workflows.
• Security awareness including phishing response and MFA implementation.
• Excellent customer service and ability to explain technical concepts.
• Strong written and verbal communication skills.
• Independent troubleshooting with ownership and accountability.
• Team collaboration and willingness to share knowledge.
• Commitment to continuous learning and improvement.

Responsibilities

• Resolve advanced desktop and application issues (performance problems, conflicts, registry issues).
• Take over escalated tickets from AI/automation systems when needed.
• Administer Microsoft 365 environments (Exchange Online, SharePoint permissions, security groups).
• Perform Active Directory tasks (user/group management, GPO troubleshooting).
• Support macOS environments, including Jamf/MDM administration.
• Troubleshoot network-related issues (VPN connectivity, DNS/DHCP).
• Implement and support backup/recovery solutions and restores.
• Identify and respond to security issues (phishing, malware, MFA).
• Manage software installations, deployments, and licensing.
• Perform hardware diagnostics and coordinate on-site support when needed.
• Document all work in the service desk system with clear notes.
• Create and maintain client-specific SOPs; contribute to process improvements.
• Mentor Level 1 technicians through shadowing and training.
• Collaborate with server, network, and security teams for escalations.
• Participate in client onboarding and migrations/projects as needed.

Skills

M365 administration

AD administration

Desktop/application troubleshooting

macOS support

Networking fundamentals

Backup/recovery

Security awareness

Customer service

Communication

Independent troubleshooting

Ownership mindset

Team collaboration

Continuous learning

Tools

Jamf/MDM

Job description

AME Group in Nashville, TN is seeking an IT Support Specialist II to provide advanced desktop and application support, own escalated tickets, and deliver exceptional customer service. You will work with Microsoft 365, Active Directory, and macOS environments to resolve complex issues.

This role emphasizes strong communication, proactive learning, and collaboration with server, network, and security teams. Join a supportive, growth‑oriented MSP and contribute to improving client experiences