Desktop Support 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: Desktop Support Analyst

Location(s): Lynn, MA

Job Summary:
We are seeking a Desktop Support Consultant II with 3-5 years of hands-on experience in desktop support and end-user computing. The ideal candidate will provide technical support for Windows and iOS corporate devices, troubleshoot hardware and software issues, manage user accounts, and coordinate with multiple IT teams to resolve incidents and implement change requests. Candidates should have a foundational understanding of Active Directory, Group Policy, and core IT infrastructure.

Key Responsibilities:

• Provide technical support for Windows desktop and laptop environments.
• Support and troubleshoot corporate iOS devices.
• Install, configure, and troubleshoot Microsoft applications, third-party software, and enterprise applications.
• Diagnose and resolve issues related to desktops, laptops, and peripheral devices.
• Coordinate with cross-functional IT teams to resolve incidents and execute change requests.
• Assist with user account management using Active Directory.
• Support Group Policy-related tasks and user access configurations.
• Escalate complex technical issues when necessary.
• Maintain accurate documentation of incidents, service requests, and resolutions.
• Deliver quality customer support while adhering to service level agreements (SLAs).

Required Skills:

• 3+ years of hands-on desktop support experience.
• Experience supporting Microsoft Windows operating systems (Windows 7/10 or later).
• Basic knowledge of Active Directory and Group Policy.
• Experience supporting Windows and iOS corporate devices.
• Strong troubleshooting skills for desktops, laptops, printers, and peripheral devices.
• Experience installing and supporting Microsoft Office, third-party applications, and enterprise software.
• Understanding of IT infrastructure concepts, including:
  • Servers
  • Network devices
  • Application and web services
  • Cloud infrastructure and related components
• Ability to coordinate with multiple technical teams for incident resolution and change management.

Preferred Skills:

• Excellent verbal and written communication skills.
• Strong presentation and customer interaction skills.
• Good organizational and time management abilities.
• Experience with client communication and escalation management.
• Ability to work effectively in a team-oriented environment.

Preferred Experience:

• Experience working in an enterprise IT support environment.
• Familiarity with IT service management processes such as Incident, Request, and Change Management.

Experience:

• 3-5 Years.

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.