US_East | Customer Service Advisor_L2

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: End User/Onsite Support

Location(s): North Kingstown, RI
(Hybrid: 1 day per week on site)

Job Description
Daily Operations & User Support

• Troubleshooting & Resolution: Diagnose and resolve hardware, software, and network issues (e.g., computers, printers, scanners, phone systems) in person.
• Ticketing & Documentation: Log all service requests, actions taken, and resolutions in a ticketing system (e.g., Jira, ServiceNow).
• Onboarding/Offboarding: Setup and deploy workstations, laptops, and peripheral devices for new hires, including user account management via Active Directory or Microsoft 365.
• Printer & Peripheral Support: Maintain and repair copiers, printers, and scanners.
• Patching & Updates: Install software patches and operating system updates.
• Password Resets: Handle user account lockouts and password resets.

• Workstation Deployment: Physically install, configure, and upgrade desktop computers, laptops, and monitors.
• Asset Management: Track and maintain records of IT assets (hardware and software licenses).
• Hardware Repair: Replace components such as cables, motherboards, screens, or keyboards.
• Audio/Visual (AV) Support: Set up and troubleshoot meeting room equipment, projectors, and video conferencing systems (e.g., MS Teams and/or Jabber rooms and Clickshare systems).

• Local Network Support: Troubleshoot basic connectivity issues (LAN/WAN), such as patching network cables or troubleshooting Wi-Fi issues.
• Cable Management: Install or run Ethernet/structured cabling for workstations and network devices.
• Server Room Maintenance: Perform routine physical checks, such as monitoring server rack lights, changing tapes for backups, or checking environment controls (UPS, cooling)

• Security Monitoring: Ensure antivirus and malware protection software is running and up-to-date on all endpoints.

• System Health Checks: Run daily or weekly checks on critical systems to prevent downtime.
• Documentation: Create and update internal knowledge base articles, FAQs, and technical procedures.
• Vendor Liaison: Contact and coordinate with third-party vendors for hardware repairs or software support (e.g., ISP or printer vendors).

• VIP/Executive Support: Provide white glove technical support to senior management.
• Event Support: Assist with technology setup for on-site meetings and company events.

• Technical Knowledge: Familiarity with Windows, Microsoft 365, Active Directory, Networking fundamentals (TCP/IP, DHCP, DNS), Jabber, MS Teams
• Soft Skills: Strong customer service, patience with non-technical users, and clear communication.

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.