Help Desk Specialist 1

Ampcus Inc; Cincinnati (OH); On-site; USD 36,000 - 60,000; Full time

Job summary

Ampcus Inc is seeking a motivated IT Service Desk professional to join our Cincinnati team. You will respond to client inquiries, troubleshoot hardware and software issues, and coordinate with senior staff as needed.

Ideal candidates have a High School Diploma (CompTIA A preferred), experience with Windows 10, O365, Active Directory, SCCM, and strong customer service and ticketing skills. Excellent communication and problem-solving abilities are essential.

Qualifications

• High School Diploma required.
• CompTIA A Certification preferred.
• Previous Customer Service Experience required.

Responsibilities

• Provide guidance, assistance, coordination, and follow-up on client questions and malfunctions of IT systems.
• Respond to client staff’s inquiries concerning support, processing or request procedures, systems status, and network connectivity.
• Record inquiries, repair and service requests, escalate to appropriate technical area or vendor as needed.

Skills

Windows 10

Microsoft O365 Suite

Active Directory

Basic Networking

SCCM

iOS/Android experience

Troubleshooting

Customer service

Research skills

Ticketing systems

Ticketing management

Attendance

Education

High School Diploma

CompTIA A Certification

Previous Customer Service Experience

Tools

SCCM

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. 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.

Skills

• 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

Ideal Qualifications

• 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

Education

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

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.