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

Description

Invent the future with us.

Ampere is a semiconductor design company for a new era, leading the future of computing with an innovative approach to CPU design focused on high-performance, energy efficient AI compute.

As a pioneer in the new frontier of energy efficient high-performance computing, Ampere is part of the Softbank Group of companies driving sustainable computing for AI, Cloud, and edge applications.

Ampere is seeking to fill a temporary staff augmentation IT Support Specialist role supporting our IT Department for an anticipated period 6 months with a possibility of extension.

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. Your responsibilities will include providing support to end-users, creating technical documents, managing asset inventory, responding to tickets and queries, running diagnostic programs, identifying problems, and implementing solutions.

Deliverables:

As a core member of our IT team, you will:

• 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.

#LI-Onsite

Ampere is an inclusive and equal opportunity employer and welcomes applicants from all backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, national origin, citizenship, religion, age, veteran and/or military status, sex, sexual orientation, gender, gender identity, gender expression, physical or mental disability, or any other basis protected by federal, state or local law.