IT Helpdesk Support Specialist (Temporary Contract Staff Augmentation Role

Description
Invent the future with us.

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 independently, manage workload effectively, and collaborate seamlessly within a team.

As a Contingent Worker, you will work as an employee of a Staffing Vendor firm, who provides staff augmentation and payroll services for Ampere Computing. The staffing firm offers weekly pay based on approved timecard submittal, medical benefits, and other employment benefits, based on eligibility. The hourly pay range for this role is between $43.75 and $65.38 per hour.
The role is based at Ampere’s Santa Clara office. This role 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.