Help Desk Specialist 1

Ampcus, Inc; Cincinnati (OH); On-site; USD 42,000 - 64,000; Full time

Job summary

Ampcus Inc. is seeking a motivated Service Desk Technician to provide guidance, assistance, and follow-up on client questions about IT systems.

You will respond to inquiries regarding hardware, software, networks, and access, and you will escalate to senior staff when needed. The role emphasizes analytical and communication skills, meticulous ticketing, and teamwork with IT staff to resolve issues quickly and ensure customer satisfaction.

Qualifications

• High School Diploma required; CompTIA A+ preferred.
• Experience with Windows 10 and Office 365 environments.
• Familiarity with Active Directory and SCCM tools.
• Experience handling IT support inquiries and ticketing systems.
• Strong communication and client-facing skills.

Responsibilities

• Provide guidance, assistance, coordination, and follow-up on client questions and problems across IT systems.
• Respond to inquiries about hardware, software, processing, or network connectivity.
• Record inquiries, track repair/service requests, and escalate when needed.
• Direct requests to appropriate technical area or vendor and ensure timely resolution.
• Maintain high-quality service and client satisfaction through thorough follow-up.

Skills

Strong analytical and communication

Excellent troubleshooting

Customer service mindset

Education

High School Diploma

CompTIA A Certification

Tools

Windows 10

Microsoft O365 Suite

Active Directory

SCCM

iOS/Android experience

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.