Service Desk Analyst

Service Desk Analyst

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. This role involves professionally fielding service desk requests via telephone and email, documenting end user information, and resolving computer issues immediately. The analyst will escalate calls to appropriate IT support groups, troubleshoot various issues, provision mobile devices, and provide technical assistance to mobile device users.

Additional responsibilities include distributing Iron Key Devices, performing password resets, and installing software during both regular and extended work hours. This comprehensive role demands a combination of strong customer service skills, technical proficiency, and the ability to effectively manage and support IT hardware, software, and mobile devices.

• Assist with projects such as end-of-life replacements and device recycling.
• Provide technical assistance for mobile devices.
• Field service desk requests and document user information.
• Resolve computer issues and escalate calls when necessary.
• Support Iron Key Devices, video conferences, password resets, and software installations.
• Supporting Windows 10 & 11, MS 365 Products.
• Technical troubleshooting and support for various devices and software.

• Customer service and technical support.
• Analytical and mathematical abilities.
• Proficiency with Microsoft Office products.
• Communication and interpersonal skills.
• Independent working ability.
• Familiarity with mobile operating systems and MDM solutions.
• Experience with ITSM tools (preferably Service Now).
• Experience supporting iOS mobile devices and managing mobile accounts.
• Proficiency with Microsoft Office 365 products.
• Strong mathematical and analytical abilities.
• Exceptional communication and interpersonal skills.
• Ability to work independently.
• Familiarity with Mobile Device Management (MDM) solutions and mobile operating systems.
• Experience with remote phone support and troubleshooting various hardware and software issues.

• High school diploma with 5 years of experience in an analytical role, or an associate degree in Information Systems with 2 years of experience.
• Minimum 4 years of experience in IT support or technical roles.

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.