Desktop Support Engineer

Ampcus, Inc; Albuquerque (NM); On-site; USD 60,000 - 80,000; Full time

Job summary

A global technology consulting firm located in Albuquerque is seeking a Desktop Support Engineer to provide exceptional IT support to internal customers. The ideal candidate should have over 5 years of experience in a corporate IT support environment and exceptional customer service skills. Responsibilities include staging machines for new hires, managing IT equipment repair, and ensuring high customer satisfaction. This role demands quick decision-making in a dynamic environment and excellent communication skills.

Qualifications

• Minimum 5 years of relevant experience in IT support at 2nd level.
• Exceptional customer service and success orientation.
• Strong verbal and written communication skills.
• Ability to handle ambiguity in a changing environment.

Responsibilities

• Provide exceptional IT support to internal customers ensuring satisfaction.
• Stage and configure machines for new hires.
• Test, configure, install, and manage IT equipment.
• Log and track ticket-related workload.

Skills

Exceptional Customer Experience skills

Problem-solving abilities

Excellent communication skills

Experience with MS Windows 10

Experience with automation and scripting

Tools

Service Now

SCCM

Zoom

MS Teams

Nextthink

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

Albuquerque, NM.

Job Description

• The Desktop Support Contractor role is part of the Employee Enablement Organization, which is a service-focused organization that acts with empathy, urgency, and a strong drive to deliver the highest quality results and outstanding customer experience.
• The Desktop Support Technician is expected to support our internal customers, both onsite at our HQ locations and through our Remote Support services, to ensure a seamless and delightful experience.
• This resource will need to have the ability to adapt to a dynamic fast-paced environment. The technician will be a team player and update daily documentation while engaging in daily status updates.
• Their aim is to provide excellent customer service and support that consistently delights customers.

Responsibilities

• Provide exceptional IT support (Incident and IMAC) to internal customers ensuring a high level of customer satisfaction.
• Ensures service levels for customers are met, identifies opportunities for improvements and implements these as agreed upon.
• Stage and configure machines for new hires and deploy new hardware as needed.
• Work with the Build Center team to provide timely delivery on all hardware deployments.
• Complete workstation replacements for users that qualify for new workstation replacements.
• Test, configure, install and manage repair of all IT related equipment (hardware and software).
• Knowledge base documentation contribution.
• Accurately log and track ticket related workload in a timely fashion.
• Customer engagement – Ensure frequent and timely updates to internal customers regarding status of any outstanding issues and work that is in progress.
• From effective relationships with Business, Brands, Corporate functions, Delivery, Apps Support, fellow team members and External Service Providers.
• Above all, focus on support of people as opposed to technology.

Requirements

• Minimum 5 years of relevant experience in IT support at 2nd level within a Corporate IT support environment.
• Exceptional Customer Experience skills and Customer Success obsessed.
• Thorough understanding of service desk and customer support environment.
• Deadline oriented with appropriate sense of urgency and ability to make quick and informed decisions.
• Tolerance for ambiguity in a consistently changing environment.
• High energy level and creative problem-solving abilities.
• Excellent verbal, written and interpersonal communication skills with the ability to present complex ideas in clear, concise fashion to technical and non-technical internal customers.
• Proven analytical, evaluative, and problem-solving abilities.
• Self-motivated team player.
• Expertise in MS Windows 10, OSX, iOS, MS O365, and MDM for mobile devices.
• Remote desktop assistance tools (Nextthink), Automation & Scripting, Service Now, SCCM, JamF, Zoom, MS Teams, Slack.

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.