IT Helpdesk Support Specialist- Tier 2; Temporary Augmentation

IT Helpdesk Support Specialist - Tier 2 (Temporary Contract Staff Augmentation Role)

Ampere is a semiconductor design company for a new era, leading the future of computing with an innovative approach to CPU design focused on high-performance, energy efficient AI compute. As part of the Softbank Group of companies, we drive sustainable computing for AI, Cloud, and edge applications.

We are looking for a Helpdesk Specialist to support our IT Department for an anticipated 6‑month period, with a possibility of extension. This temporary staff augmentation role works as a contingent employee through a staffing vendor firm, provides weekly pay based on approved timecard submittal, and offers medical benefits and other employment benefits based on eligibility.

Your responsibilities will include providing technical support to end‑users, creating technical documents, managing asset inventory, responding to tickets and queries, running diagnostic programs, identifying problems, and implementing solutions.

• Advanced Troubleshooting: Serve as the primary escalation point for complex issues that cannot be resolved by Tier 1, focusing on deep‑dive Windows and macOS troubleshooting.
• Security Partnership: Work closely with the Info Sec team to manage security agents (EDR, MFA, Antivirus) and provide feedback on performance enhancements.
• Cloud App Access: Manage administrative access and complex requests for specialized platforms such as Git Lab or Git Hub.
• Problem Analysis: Analyze complex requests and recurring issues to identify root causes and implement scalable solutions.
• Knowledge Leadership: Create and review technical documentation and SOPs to assist Tier 1 staff and improve global service delivery.
• Mentorship: Mentor and provide guidance to Tier 1 Helpdesk Support staff to enhance their skills and knowledge.
• Project Participation: Participate in projects related to system upgrades, migrations, and deployments.

• Education: Bachelor’s in Computer Science, Computer Engineering, or related technical field; equivalent experience preferred.
• Experience: Minimum 4 years of experience in an IT environment focused on troubleshooting and complex issues.
• Technical Proficiency: Wide range of hardware and software knowledge (Windows, macOS, Linux).
• Problem‑Solving
  
  Skills:
  
  Strong analytical skills capable of working with minimum supervision.
• Security Agent Management: Experience collaborating with security teams.
• Microsoft Certification: Preferred (MS‑900, MD‑102, or relevant).

The hourly pay range for this role is $37.98–$57.21, based on seniority and experience. The role is based at Ampere’s Raleigh office and is full‑time onsite.

Ampere is an inclusive and equal opportunity employer and welcomes applicants from all backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, national origin, citizenship, religion, age, veteran and/or military status, sex, sexual orientation, gender, gender identity, gender expression, physical or mental disability, or any other basis protected by federal, state, or local law.