IT Operations Professional 3

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: IT Operations Professional 3

Location(s): Walpole, MA

High-Level Responsibilities

• Deliver daily onsite IT support for all users and systems at the Walpole, MA facility.
• Provide comprehensive support for PCs (laptops and desktops), networking equipment, and server environments, including physical topology, cabling, and troubleshooting.
• Support manufacturing-specific IT devices, including label printers, handheld scanners, and other operational equipment.
• Perform routine facility walkarounds for spot checks, device health assessments, and troubleshooting.
• Safely lift up to 50 lbs for datacenter server, switch, and infrastructure installations or decommissions.
• Demonstrate strong customer service skills and communicate effectively with users of varying technical proficiency.

Detailed Responsibilities

• Intake, triage, and resolve Level 1 and Level 2 IT support issues within a shared global, follow-the-sun support model.
• Diagnose complex IT problems and investigate recurring technical issues.
• Address onsite IT incidents or tasks dispatched to the Walpole location.
• Stay current with IT service offerings, ITSM processes, active technology migrations, and standard technical resolutions.
• Escalate unresolved issues and major incidents to the Site Management Infrastructure (SMI) team to ensure timely resolution.
• Translate technical resolutions into clear, business-friendly language for non-technical end users.
• Apply sound professional judgment and escalate issues appropriately when required.
• Work effectively with global, multicultural teams.
• Adhere to enterprise IT policies, procedures, and best practices.

Required Qualifications

• Bachelor's degree or equivalent practical experience.
• 3-5 years of professional experience in IT Deskside Support, IT Systems Analysis, or a similar role.

Technical Requirements

• Strong hands-on expertise with Windows 10/11 and Office 365 in an enterprise environment.
• Proficient in network diagnostics and troubleshooting, including TCP/IP, VLANs, DHCP reservations, and console access.
• Experience with server configuration, iLO setup, and vulnerability remediation.
• Competent in mobile device support for both Android and iOS platforms.
• Experience with manufacturing IT devices such as label printers, handheld Wi-Fi devices, and related instruments.
• Practical knowledge of Intune and Azure Active Directory.
• Experience with identity and access management, including MFA configuration.
• Proficient in PC migration, application installation, and data transfer.
• Solid understanding of ServiceNow for incident and request management.

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.