What are the responsibilities and job description for the Information Technology - Help Desktop Support position at Ampcus, Inc?
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: Information Technology - Help Desktop Support. Location: Washington, DC. Job Description:
Ampcus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, age, protected veterans or individuals with disabilities.
- Provide technical support and troubleshooting to ensure internal systems operate at optimal levels and external stakeholders and volunteers receive timely assistance.
- Play a critical role in daily operations across multiple platforms including Salesforce, Zendesk, ServiceNow, and Google Workspace.
- Serve as Google Workspace Administrator, managing user accounts, MFA security protocols, and device enrollment through MDM to maintain a secure and compliant environment.
- Deliver end-to-end helpdesk support, including troubleshooting issues, managing support tickets, and developing training documentation to empower users.
- Support the Learning Management System (LMS) by organizing course content, configuring assessments, and assisting instructors and learners with platform navigation and technical challenges.
- Leverage analytics and reporting to monitor system health, manage data retention policies, and drive continuous improvement of technical workflows.
- Collaborate closely with internal stakeholders to enhance operational efficiency and educational experience.
Qualifications:
- 5 years of technical experience in large enterprise environments.
- Experience supporting multiple software systems, must have admin experience with Google Workspace.
- Proficiency in Salesforce or another CRM platform, including creating and updating records with attention to detail.
- Experience using Excel, including calculating records, using formulas and creating pivot tables.
- Highly preferred experience with Zendesk and ServiceNow.
- Strong troubleshooting and helpdesk support skills, including ticket management and documentation creation.
- Experience administering user accounts, security protocols such as MFA, and device management through MDM.
- Familiarity with Learning Management Systems, including course setup, assessments, and user support.
- Ability to analyze system performance, generate reports, and use data to improve workflows.
- Strong customer service and communication skills and comfort working with diverse stakeholders, including volunteers.
- Bachelor's Degree is required.
- 3 years of Project Management skills are highly preferred.
- Can be fully remote.
Ampcus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identify, national origin, age, protected veterans or individuals with disabilities.