Desktop Support Engineer

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 Engineer

Location(s): Albuquerque, NM

Role Description
This Desktop Support Technician (Contractor) role is part of an Employee Enablement / IT Services organization focused on delivering high-quality, customer-centric IT support. The team operates with empathy, urgency, and a strong commitment to providing an exceptional end-user experience.
The Desktop Technician will support internal customers both onsite and remotely, ensuring reliable, efficient, and seamless IT services. The ideal candidate will be adaptable, thrive in a fast-paced environment, and maintain a people-first approach to technical support. This role requires strong collaboration, consistent documentation, and daily participation in status updates and operational activities.

Key Responsibilities

• Provide exceptional 2nd-level desktop support (Incident and IMAC) to internal users, ensuring high customer satisfaction.
• Troubleshoot and support workstations, laptops, and server-related issues, demonstrating in-depth knowledge of computer systems and hardware devices.
• Configure, stage, deploy, and replace laptops and desktops for new hires and existing employees.
• Perform workstation refreshes and replacements for eligible users.
• Test, configure, install, and coordinate repair of IT hardware and software.
• Provide limited audio-visual (AV) support as required.
• Partner with internal build and deployment teams to ensure timely and accurate hardware delivery.
• Accurately log, track, and update tickets in ServiceNow or equivalent ITSM tools.
• Maintain and contribute to knowledge base documentation.
• Provide frequent and clear communication to users regarding issue status and resolution progress.
• Build effective working relationships with business stakeholders, application support teams, peers, and external service providers.
• Adapt to changing priorities while maintaining service levels and meeting deadlines.
• Maintain a strong focus on supporting people, not just technology.

• Minimum 5 years of experience providing 2nd-level IT support in a corporate environment
• Strong expertise in:
  • Windows 10
  • macOS (OSX)
  • iOS
  • Microsoft 365
  • Mobile Device Management (MDM)
• Hands-on experience with:
  • Remote desktop support tools (e.g., NextThink)
  • ServiceNow or similar ITSM platforms
  • SCCM, Jamf
  • Collaboration tools such as Zoom, Microsoft Teams, Slack
• Exposure to automation and scripting is a plus.
• Strong customer service mindset with demonstrated user-facing support experience.
• Solid understanding of service desk operations and escalation models.
• Excellent analytical and problem-solving skills.
• Ability to work with urgency, manage deadlines, and make sound decisions.
• Comfortable operating in ambiguous and evolving environments.
• High-energy, self-motivated, and collaborative team player.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.

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.