IT Helpdesk Support Specialist- Tier 2 (Temporary Contract Staff Augmentation Role)

Scope Of Work

Our exceptional Information Technology team is currently in search of a Helpdesk specialist who can offer technical support and assistance to end-users regarding computer systems, hardware, and software. You will have the opportunity to work with advanced applications and tools that improve user productivity and ensure Ampere's security.

• Provide support to end-users
• Create technical documents
• Manage asset inventory
• Respond to tickets and queries
• Run diagnostic programs
• Identify problems
• Implement solutions

Deliverables

• 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 InfoSec team to manage security agents (EDR, MFA, Antivirus) and provide feedback on performance enhancements to keep laptops running smooth.
• Cloud App Access: Manage administrative access and complex requests for specialized platforms like GitLab or GitHub.
• 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, Skills, & Experience

• Desired Education: Bachelor’s in Computer Science, Computer Engineering, or related technical field; or equivalent experience is preferred.
• Experience: Minimum 4 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).

Engagement Arrangements

• 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 $37.98 and $57.21 per hour.
• The role is based at Ampere’s Raleigh's office. This role is full-time onsite.