Help Desk Specialist 1

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.

Provide guidance, assistance, coordination, and follow-up on client questions, problems, or malfunctions of all systems applications, hardware, and software installed or maintained by IT. Respond to client staff's telephone inquiries concerning support, processing or request procedures, systems status, and network connectivity. Address a variety of hardware and software problems of all installed application hardware and software products supported by IT.

Record inquiries, repair and service requests, resolve or direct requests to the appropriate technical area or vendor, track status, and follow up to ensure client satisfaction. Escalate to or consult with senior staff when the solution is unclear. Perform related duties as assigned or requested. Require good analytical and communication skills, sound judgment, and the ability to work effectively with client and IT staff. Receive immediate and close supervision.

• Windows 10
• Microsoft O365 Suite
• Working knowledge or familiarity with Active Directory
• Basic Networking
• Working knowledge or familiarity with Software Deployment tools (SCCM)
• iOS/Android experience
• Excellent troubleshooting skills
• Excellent customer service skills
• Quality research skills to aid in troubleshooting and resolution of user problems
• Experience using ticketing systems for incident and request management
• Thorough ticketing management skills
• Excellent attendance

• Previous experience staffing an internal Service Desk and being part of a small team environment
• Excellent customer service skills and ability to work with and communicate with other support teams within the IT department
• Knowledge of ITIL processes

• High School Diploma required
• Preferred but not required: CompTIA A Certification
• Previous Customer Service Experience