Desktop Support Engineer

Ampstek; Charlotte (NC); On-site; USD 52,000 - 68,000; Full time

Job summary

Ampstek seeks an experienced Desktop Support Engineer to support ELT users in a high-end premium retail environment. You will deliver White Glove care, ensuring minimal downtime and clear communication with VIP executives.

Responsibilities include hardware/software installation, troubleshooting across desktops, networks and applications, and proactive issue resolution. Strong customer focus and executive presence are essential for success in this role.

Qualifications

• Experience as Desktop Support Engineer or similar role.
• Strong Windows OS and basic networking knowledge.
• Excellent communication and customer-focused mindset.

Responsibilities

• Provide first- and second-level support to end users.
• Install, configure, and upgrade hardware, software, and peripherals.
• Troubleshoot desktops, laptops, printers, networks and applications.
• Perform system maintenance, diagnostics, and updates as required.
• Manage user accounts, permissions, and workstation configurations.
• Resolve issues through remote troubleshooting tools when required.
• Document issues, resolutions and maintain logs for future reference.
• Coordinate with internal teams or external vendors for unresolved issues.
• Ensure minimal downtime by proactively identifying and resolving potential issues.

Skills

Desktop Support

VIP Support

Windows OS

Networking basics

Remote troubleshooting

Communication skills

Customer focus

Education

CompTIA A+

Microsoft MCP/MCSA

ITIL Foundation

Tools

AnyDesk

TeamViewer

MS Quick Assist

ServiceNow

Jira

ManageEngine

Job description

Mandatory skills – Desktop Support Engineer, White Glove Support, Mac OS environments

Role Overview

We are seeking an experienced Desktop Support Engineer with strong expertise in White Glove Support for Executive Leadership Team (ELT) users of a high-end premium retail organization. This role demands exceptional communication skills, deep technical knowledge, and a strong customer-first mindset. The engineer will support high-visibility VIP executives, ensuring a seamless technology experience with minimal downtime.

Key Responsibilities

• Provide first-level and second-level technical support to end users.
• Install, configure, and upgrade hardware, software, and peripheral devices.
• Troubleshoot system issues including desktops, laptops, printers, networks, and applications.
• Perform system maintenance, diagnostics, and updates as required.
• Manage user accounts, permissions, and workstation configurations.
• Resolve issues through remote troubleshooting tools when required.
• Document technical issues, resolutions, and maintain logs for future reference.
• Coordinate with internal teams or external vendors for unresolved issues.
• Ensure minimal downtime by proactively identifying and resolving potential issues.

Required Skills & Qualifications

• Proven work experience as a Desktop Support Engineer, IT Support Technician, or similar role.
• Strong understanding of Windows OS, basic networking, and system configurations.
• Hands-on experience in installing and troubleshooting:
• Operating systems
• Software applications
• Hardware components
• Familiarity with remote support tools (e.g., AnyDesk, TeamViewer, MS Quick Assist, etc.).
• Excellent communication skills with the ability to explain technical topics clearly.
• Strong problem-solving attitude and ability to work under minimal supervision.
• Customer-focused approach with a commitment to delivering high-quality support.

Preferred Qualifications

• Certifications such as CompTIA A+, Microsoft MCP/MCSA, or equivalent.
• Knowledge of ITSM tools like ServiceNow, Jira, ManageEngine, etc.
• Experience in Active Directory, user account management, and basic network troubleshooting.

Soft Skills

• Strong executive presence and communication clarity
• Patience and customer empathy
• Ability to multitask and prioritize
• Team-oriented mindset
• Problem-solving with a calm, customer-centric approach

Preferred Qualifications

• Experience working in luxury retail, executive offices, or high-pressure corporate environments.
• Certifications such as CompTIA A+, Microsoft MCP/MCSA, ITIL Foundation, or equivalent.
• Familiarity with end-user device lifecycle management and asset tracking.