Desktop Support Engineer

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

Job summary

Ampcus Inc. is seeking a Desktop Support Engineer to join their Albuquerque team. This role involves providing Level 2 IT support, troubleshooting desktop and laptop issues, and managing hardware configurations. The ideal candidate will have at least 5 years of experience in IT support with strong communication and customer service skills. Responsibilities include maintaining documentation and providing remote user support. The position offers a dynamic environment focused on enabling employees to succeed with excellent technical assistance.

Qualifications

• Minimum 5 years of relevant experience in Level 2 IT support.
• Strong troubleshooting experience with hardware devices.
• Excellent customer service and communication skills.

Responsibilities

• Provide Level 2 IT support for desktops and laptops.
• Diagnose and troubleshoot workstation and server issues.
• Test, configure, and install IT equipment and software.

Skills

Troubleshooting experience with desktops

Customer service skills

Ability to manage multiple priorities

Analytical skills

Problem-solving abilities

Tools

ServiceNow

Microsoft Teams

Nextthink

SCCM

Jamf

Zoom

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

Overview

We focus on enabling internal customers to succeed by delivering high-quality Information Technology (IT) support and an excellent customer experience. The desktop support technician will be part of the employee enablement organization, a service-focused team that supports employees both onsite and remotely. This role requires a technician who can adapt to a fast-paced environment while providing reliable technical support and strong customer service.

Responsibilities

• Provide Level 2 IT support for desktops, laptops, and hardware/software issues.
• Troubleshoot workstation and server-related issues with in-depth knowledge of computer hardware devices.
• Perform laptop and desktop configuration, deployment, and workstation replacements.
• Provide incident support and IMAC (Install, Move, Add, Change) services.
• Stage and configure devices for new hires and deploy hardware as required.
• Work with the Build Center team to ensure timely delivery of hardware deployments.
• Test, configure, install, and manage repair of IT equipment and software.
• Provide remote support to internal users using enterprise support tools.
• Accurately log and track tickets in the service management system.
• Maintain documentation and contribute to knowledge base articles.
• Communicate regularly with internal customers regarding status updates and issue resolution.
• Build effective relationships with internal teams and external service providers.
• Provide occasional AV support as needed.

Requirements

• Minimum 5 years of relevant experience in Level 2 IT support within a corporate environment.
• Strong troubleshooting experience with desktops, laptops, and hardware devices.
• Experience with laptop and desktop configuration and deployment.
• Excellent customer service and communication skills.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Strong analytical and problem-solving abilities.
• Self-motivated team player with a customer-focused mindset.

Technical Skills

• Microsoft Windows 10/11.
• macOS and iOS support.
• Microsoft O365.
• Mobile Device Management (MDM).
• Automation and scripting knowledge.

Preferred Tools

• Nextthink.
• ServiceNow.
• SCCM.
• Jamf.
• Zoom.
• Microsoft 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 identify, national origin, age, protected veterans, or individuals with disabilities.