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.

Job Title: Service Desk Analyst

Location(s): Austin, TX

Summary:
Seeking candidates with 1-2 years of experience in technical support, help desk, client services, or customer service environments. The role involves providing technical assistance for moderately complex computer-related issues, supporting Windows environments, Office 365, and basic networking. Candidates should possess strong communication skills, customer service orientation, and experience using ITSM tools, preferably Remedy.

Key Responsibilities:

• Provide technical support to users for moderately complex hardware and software issues
• Answer service desk calls and communicate technical solutions over the phone
• Troubleshoot and resolve customer technical problems or escalate when necessary
• Log, track, and maintain incident records using an incident management system
• Follow up with users to ensure issues are resolved within SLA timelines
• Identify recurring customer issues and document resolutions
• Support KPI and SLA performance goals for the service desk team
• Deliver high-quality customer service and support

Required Skills:

• Windows support experience
• Basic networking knowledge
• Knowledge of Office 365
• Experience with ITSM tools, preferably Remedy
• Strong oral and written communication skills
• Dependable, responsible, and customer-focused approach

Required Experience:

• 1-2 years of experience in:
  • Help Desk
  • Technical Support
  • Client Services
  • Customer Service

Work Schedule & Training:

• Training Schedule:
  • Monday - Friday
  • 8:30 AM - 4:30 PM
• Candidates should not arrive earlier than 8:25 AM on the training start date
• Building entry requires employee badge access
• Missing more than 2 days of training may result in contract termination
• Dress code applies from Day 1
• Fully onsite role; no work-from-home option
• Must be flexible to work:
  • Any shift starting at 6:00 AM
  • Weekends as needed
  • Additional hours based on business requirements

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.