GTS - US Entity - Desktop Support Engineer

Desktop Support Engineer

In this role, you will work in a dynamic, fast-paced environment focused on ensuring that employee technology needs are met quickly and efficiently. Your goal is to enable employee productivity by providing a high level of service and customer satisfaction. Responsibilities include assessing, diagnosing, and resolving technology issues for employees on-site and remotely.

Key Responsibilities

• Provide an exceptional technology experience for employees by listening, assessing, and responding to device hardware and application issues.
• Determine appropriate solutions from defined procedures and options.
• Research, diagnose, resolve, or escalate technical and procedural issues from multiple service channels using documented processes.
• Deliver a positive customer experience by creating a welcoming environment through all support channels.
• Ensure consistency in service quality for a high level of customer satisfaction.
• Demonstrate a sound understanding of relevant technologies and application products in a technology support environment.
• Apply process and technical knowledge in problem-solving and multitask while keeping stakeholders informed.
• Take personal accountability to meet key performance measurements.

Work Environment

This is an on-site position in Gallatin, TN. The work shift is Monday through Friday from 1:00 PM to 9:00 PM.

Required Qualifications

Experience: 4-5 years of experience with in-depth knowledge of computer and hardware devices, including workstation and server troubleshooting support.

Technical Skills: Experience with remote desktop assistance tools (e.g., Nextthink), Automation & Scripting, ServiceNow, SCCM, Jamf, Zoom, MS Teams, and Slack.

Interpersonal Skills: Excellent interpersonal and customer service skills, with the ability to develop and maintain good relationships with business partners at all levels of the organization.

Compensation & Benefits

The pay rate for this position is between $23.00 and $28.00 per hour. A benefits package is available to eligible employees.

We are an equal opportunity employer and welcome applications from all qualified candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.