IT Helpdesk Support Specialist- Tier 2; Temporary Augmentation

Invent the future with us. 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.

The IT team is looking for a Helpdesk specialist who can offer technical support and assistance to end‑users regarding computer systems, hardware, and software. The role involves supporting advanced applications and tools that improve user productivity and ensure Ampere’s security.

• 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 to keep laptops running smoothly.
• 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 a related technical field; or equivalent experience is preferred.
• Experience:
  
  Minimum four years of experience in an IT environment focused on troubleshooting and complex issues.
• Technical proficiency in a wide range of hardware and software (Windows, macOS, Linux).
• Strong problem‑solving and analytical skills with the ability to work with minimum supervision.
• Experience with security agent management and collaboration with security teams.
• Microsoft Certification preferred (MS‑900, MD‑102, or relevant).

As a Contingent Worker, you will work as an employee of a staffing vendor firm that provides staff augmentation and payroll services for Ampere Computing. The vendor offers weekly pay based on approved timecard submission, medical benefits, and other employment benefits based on eligibility. The hourly pay range for this role is between $37.98 and $57.21 per hour.

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.