Service Desk Analyst with ServiceNow and Networking

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: Service Desk Analyst with ServiceNow and Networking

Location(s): Austin TX

Position Overview
The Service Desk Analyst provides technical support to end users for moderately complex computer-related issues. This role requires strong customer service skills, effective communication, and the ability to troubleshoot Windows, Office 365, and basic networking issues while meeting SLA and KPI targets.

This is a fully onsite role with mandatory training and strict attendance requirements.

Key Responsibilities

• Provide technical support to users for moderately complex hardware, software, and connectivity issues.
• Communicate technical issues clearly and professionally over the phone.
• Answer service desk phone calls and respond to user inquiries in a timely manner.
• Assist users by providing guidance and resolution for software and hardware problems.
• Resolve issues independently or escalate highly complex problems as appropriate.
• Log, track, and document incidents using an incident management system.
• Maintain accurate history records and problem documentation.
• Follow up with customers to ensure issues are resolved within contracted SLA timeframes.
• Identify recurring customer issues and complaints to support successful resolution.
• Assist with KPI performance tracking and support the team in meeting SLA targets.
• Deliver excellent customer service with a proactive, customer-first mindset.

• 1-2 years of experience in Client Services, Customer Service, Help Desk, or Technical Support.
• Strong Windows operating system support experience.
• Basic networking knowledge (LAN/WAN fundamentals, connectivity troubleshooting).
• Working knowledge of Microsoft Office 365.
• Experience using ITSM tools (Remedy preferred; ServiceNow experience is a plus).
• Excellent verbal and written communication skills.
• High level of responsibility, commitment, and dependability.
• Strong problem-solving and customer service skills.

• Training Schedule: Monday-Friday, 8:30 AM - 4:30 PM.
• Agents must arrive no earlier than 8:25 AM on the training start date.
• Building access requires a badge; entry is permitted only when the authorized person arrives at 8:30 AM.
• Missing more than two (2) training days total will result in separation from the contract.
• Dress code must be followed starting on day one.

• Must be able to work any shift starting as early as 6:00 AM.
• Must be available to work weekends.
• Additional hours may be required based on business needs.
• No work-from-home options; this role is fully onsite.

• 2nd and 3rd shifts (must be flexible)

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.