Senior IT Service Desk EngineerCompany: Techmer PM
Location: Clinton, Tennessee, United States
Salary Pay Range $100,000-125,000
Position SummaryTechmer PM is seeking a
Senior IT Service Desk Engineer to provide exceptional technical support while helping drive continuous improvement across our end-user technology environment.
This role combines hands-on technical support with ownership of service desk processes, employee onboarding, business applications, endpoint management, automation, reporting, and security-related initiatives. The successful candidate will serve as a primary escalation point for many technology issues, providing Tier 1 and Tier 2 support while coordinating with ERP and infrastructure support teams when additional expertise is required.
The ideal candidate is a customer-focused technology professional who enjoys solving problems, improving processes, supporting employee success, leveraging automation, and building strong relationships throughout the organization.
Technology Environment- Microsoft 365
- Microsoft Intune
- Microsoft Entra ID
- Dynamics 365
- Windows Endpoints
- Remedy Service Management
- PowerShell and Automation Tools
- LAN/WAN Networking Technologies
Key Responsibilities- Provide Tier 1 and Tier 2 support for end-user computing technologies, business applications, and collaboration platforms.
- Serve as a primary escalation point for complex technical issues and coordinate with ERP and infrastructure support teams when necessary.
- Respond to support requests via phone, email, ticketing systems, and in-person interactions.
- Install, configure, maintain, and troubleshoot computer hardware, software, and peripheral devices.
- Troubleshoot and resolve issues related to Microsoft 365, Dynamics 365, endpoint devices, and other business-critical applications.
- Develop and maintain automation solutions using scripting tools to improve efficiency and reduce manual effort.
- Support endpoint management activities, including provisioning, deployment, configuration, and lifecycle management.
- Coordinate technology onboarding activities for new employees, including device provisioning, account setup, application access, and end-user orientation.
- Partner with Human Resources and business leaders to ensure new employees have the technology tools and access required for a successful start.
- Assist with network troubleshooting involving LAN, WAN, wireless connectivity, and associated technologies.
- Create and maintain technical documentation, knowledge base articles, and self-service resources.
- Create and deliver user training sessions, technical documentation, and knowledge base content to improve technology adoption and user self-sufficiency.
- Provide ongoing coaching and guidance to end users on Microsoft 365, business applications, and workplace technologies.
- Generate and analyze service desk metrics to identify trends and drive continuous improvement.
- Maintain hardware and software inventory records and reporting.
- Administer and improve service desk workflows, reporting, and ticketing system configurations.
- Support information technology security, compliance, and auditing initiatives.
- Collaborate with external partners and service providers to ensure reliable infrastructure and security services.
- Follow up with users to ensure timely resolution and a positive service experience.
Required Qualifications- Minimum of 5 years of experience in an IT support, service desk, or technical support role.
- Experience administering or supporting Microsoft 365 environments.
- Experience supporting or configuring service desk/ticketing platforms.
- Experience with endpoint management tools such as Microsoft Intune.
- Proficiency with automation and scripting.
- Working knowledge of Windows operating systems, computer hardware, and networking fundamentals.
- Strong analytical and troubleshooting skills.
- Excellent verbal and written communication skills.
- Demonstrated ability to prioritize work and manage multiple tasks in a fast-paced environment.
- Commitment to delivering excellent customer service.
Preferred Qualifications- Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.
- Experience supporting enterprise business applications.
- Experience supporting employee onboarding, technology provisioning, and end-user training programs.
- Experience creating technical documentation and knowledge management resources.
- Experience working in a manufacturing or industrial environment.
Why Join Techmer PM?At Techmer PM, technology plays a critical role in supporting innovation, operational excellence, and employee productivity. This position offers the opportunity to work with modern technologies while making a meaningful impact across the organization.
You'll be part of a collaborative team that values continuous improvement, professional growth, and strong partnerships throughout the business.
