Desktop Support Engineer

Ampcus Inc; Gallatin (TN); On-site; USD 50,000 - 70,000; Full time

Job summary

Ampcus Inc is seeking a Desktop Support Engineer located in Gallatin, TN, to provide end-to-end technical support in a fast-paced environment. The ideal candidate will deliver exceptional user support, troubleshoot workstation and server issues, and effectively utilize various remote support tools. This role emphasizes strong interpersonal skills and the ability to work efficiently in high-volume situations. Knowledge of Windows/Mac environments and experience with ServiceNow and SCCM are essential qualifications.

Qualifications

• 5+ years of experience in IT support with a focus on end-user assistance.
• Ability to troubleshoot hardware/software issues effectively.
• Strong communication skills to interact with stakeholders.

Responsibilities

• Provide hands-on workstation and server troubleshooting support.
• Deliver exceptional end-user support by addressing hardware and application issues.
• Research and resolve technical and procedural issues.
• Support users through in-person and virtual channels.

Skills

Advanced knowledge of Windows/Mac environments

Hardware diagnostics

SCCM

ServiceNow

Zoom

Microsoft Teams

Basic scripting knowledge

Foundational server troubleshooting

Tools

Nextthink

Jamf

Slack

Job description

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.