IT Helpdesk Support Specialist; Temporary Augmentation

IT Helpdesk Support Specialist (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 a pioneer in the new frontier of energy efficient high-performance computing, Ampere is part of the Softbank Group of companies driving sustainable computing for AI, Cloud, and edge applications.

Ampere is seeking to fill a temporary staff augmentation IT Support Specialist role supporting our IT Department for an anticipated period of 6 months with a possibility of extension.

Ampere's exceptional Information Technology team is seeking a proactive and customer-focused IT Support Specialist to be a critical link in our operational excellence. In this role, you will provide vital technical support and assistance to our end‑users across computer systems, hardware, and software. You will have the unique opportunity to work with cutting‑edge applications and tools that not only enhance user productivity but also fortify Ampere's robust security posture.

If you're passionate about technology, enjoy solving complex problems, and thrive in a dynamic, innovative environment, this is the role for you.

• Provide Expert Technical Assistance: Serve as the primary point of contact for technical support, delivering prompt and effective assistance to end-users via phone, email, chat, and remote access.
• Troubleshoot and Resolve Issues: Diagnose and resolve technical issues related to computer systems, hardware, software, and network connectivity across Windows, macOS, and Linux operating systems.
• Enhance User Productivity: Manage user accounts, including password resets, access permissions, and new user onboarding, ensuring seamless access to essential applications and services.
• Drive Documentation & Knowledge Sharing: Develop and maintain comprehensive technical documentation, knowledge base articles, and runbooks to empower users and streamline future support processes.
• Analyze and Improve: Proactively analyze support tickets and trends to identify root causes, recommend solutions, and contribute to continuous service improvement initiatives.
• Maintain IT Infrastructure: Perform asset inventory management, track hardware/software life cycles, and support the procurement of IT equipment to ensure optimal resource allocation.
• Support Critical Operations: Facilitate seamless virtual and in-person meetings by providing technical setup and on‑site support for audio/visual and collaboration platforms (e.g., Teams, Zoom).
• Ensure Compliance: Execute all support activities in strict accordance with established IT policies, procedures, and security protocols.
• Collaborate and Escalate: Effectively elevate complex issues to Tier 2 Helpdesk Support or specialized IT teams when necessary, ensuring timely resolution and communication.
• Continuous Growth: Actively engage in self‑study and training programs to continuously improve technical skills and knowledge, staying abreast of emerging technologies.
• Be a Key Contributor: Actively contribute to an empowered culture where your insights and efforts are critical to the overall success of Ampere.

• Education: Associate’s degree in Information Technology, Computer Science, or a related field is preferred, but not required.
• Experience: 6 years of experience in IT helpdesk support.
• Operating System Mastery: Strong proficiency and troubleshooting expertise across diverse operating systems:
  Windows, macOS, and Linux environments.
• Problem‑Solving Acumen: Exceptional analytical and diagnostic skills with a track record of identifying problems, running diagnostic programs, and implementing effective solutions.
• Customer‑Centric Approach: Excellent interpersonal, verbal, and written communication skills, coupled with strong customer service orientation to provide a positive user experience.
• Adaptability: Demonstrated ability to thrive and adapt in a dynamic, fast‑changing environment with competing priorities and deadlines.
• Autonomy & Teamwork: Self‑motivated with the ability to work…