IT Support Specialist I

Ampirical shapes the future of the power grid with precision, innovation, and purpose. We focus on quality, forward-thinking solutions and empower our team to grow and thrive. We build projects—and careers.

Why Ampirical?

• Hourly Rate: $19.65–27.41 (dependent on experience, education, and qualifications)
• Semi-annual, performance-based profit-sharing bonus (10% to 20% of salary)
• Day-One Benefits: Medical, Dental, Vision
• 401(k) with 4% match and immediate vesting
• PTO: 80 hours of vacation & 40 hours of sick time per year + 10 paid holidays
• Flexible Work Schedule: Every other Friday off
• Career Development: Advancement opportunities, tuition reimbursement
• Perks: Gym membership stipend, wellness program, fertility benefits, pet insurance, and more

Responsibilities

• Respond to end-user support requests via phone, email, and in person, diagnosing and resolving basic hardware, software, and connectivity issues
• Use built-in diagnostic tools such as Task Manager and Command Prompt to assess and address system issues, following established troubleshooting guides and scripts
• Escalate complex or unresolved issues to higher support tiers with complete and accurate documentation
• Assist employees with account setup, password resets, account unlocks, and group assignments in Active Directory, following access control procedures
• Perform basic network troubleshooting using tools such as ping and ipconfig and help users resolve Wi-Fi and connectivity issues
• Use endpoint management tools to check device status, push software updates, and report enrollment or connectivity issues
• Log, track, and update support tickets with clear issue descriptions, actions taken, and accurate categorization and priority
• Maintain documentation of common issues and resolutions, contributing to the shared knowledge base using designated platforms and templates
• Follow security policies during all support tasks and identify and report suspicious activity, phishing attempts, and potential incidents to the appropriate team
• Apply least privilege principles when assisting with access changes and educate end users on safe computing practices
• Deliver professional, courteous support to internal staff, keeping users informed of ticket status and closing interactions with a positive, helpful tone
• Gather complete details before escalating issues and communicate clearly with the next support tier to ensure continuity of service
• Track personal performance metrics including ticket volume and resolution times, adhering to SLA expectations and sharing data with supervisors when requested

Requirements

• GED or higher or degree in Computer Science, or a related field; equivalent experience in lieu of a degree will be considered
• 0+ years of experience in an IT support or related role; internship or academic project experience considered
• Familiarity with Microsoft Office Suite and Microsoft 365 (O365)
• Basic understanding of Active Directory, including password resets and user account management
• Strong customer service and communication skills, both written and verbal
• Ability to follow documented procedures, escalate appropriately, and manage a ticket queue effectively
• Strong attention to detail and organizational skills