Services Support Representative 2

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.

Job Title: Services Support Representative 2

Location(s): Atlanta, GA
(Remote)

Position Overview
We are seeking a Service Desk Support Analyst to provide technical assistance to end users via phone, email, and chat. This role is responsible for troubleshooting hardware, software, network connectivity, and peripheral issues while ensuring high levels of customer satisfaction and adherence to Service Level Agreements (SLAs).

The ideal candidate will have strong analytical skills, a customer-focused mindset, and experience handling Level 1/Level 2 technical support issues.

Key Responsibilities

• Provide support for moderately complex technical issues following established procedures and best practices.
• Troubleshoot hardware, software, client applications, COTS applications, and network-related incidents.
• Manage user account administration, password resets, and desktop security.
• Maintain data integrity and file system security within the desktop environment.
• Provide onboarding support for new hires, including:
  • Laptop/desktop configuration.
  • System access setup.
  • Security clearances.
• Document service requests accurately in ticketing systems.
• Escalate complex issues to appropriate resolver groups or vendors.
• Support L1 agents with day-to-day technical guidance.
• Ensure timely resolution to maintain maximum system uptime and meet/exceed SLAs.

Required Qualifications

• High School Diploma or GED required.
• Associate Degree or technical certification preferred.
• 1-2 years of experience in IT support, help desk, or related technical environment.
• Strong troubleshooting and analytical skills.
• Excellent communication and customer service skills.

Schedule:

• Monday-Friday, 9:30 AM - 6:00 PM (Mountain Time)

Ampcus is an Equal Opportunity Employer. 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.