IT Support Specialist

Who We Are

AMPAM is a leading Mechanical, Electrical, and Plumbing (MEP) contractor serving large-scale multifamily and commercial construction projects throughout California. With more than 1,500 employees across multiple business units, we are committed to delivering quality, innovation, and exceptional customer service. Our continued growth, expanding operations, and investment in technology make this an exciting time to join our team.

Job Summary

The IT Technician I/II serves as the first point of contact for internal technical support, providing timely and professional assistance to employees across the organization. This position is responsible for resolving Level I technical issues, managing incoming service requests, troubleshooting hardware and software problems, and escalating more complex issues when necessary. The ideal candidate is customer-focused, enjoys solving problems, communicates effectively, and thrives in a collaborative team environment.

Key Responsibilities Include: (But not limited to the following)

Help Desk & End User Support

• Serve as the first point of contact for internal IT support requests via phone, email, and ticketing system.
• Troubleshoot and resolve Level I/II hardware, software, printer, and peripheral issues.
• Provide timely support for password resets, account access, and general system questions.
• Escalate complex issues to senior IT staff while documenting troubleshooting efforts.
• Maintain excellent customer service throughout every interaction.

Microsoft 365 & User Administration

• Support Microsoft 365 applications including Outlook, Teams, Word, Excel, and OneDrive.
• Support Microsoft Windows 11, Android, and iOS devices.
• Assist with Microsoft Entra user account administration, password management, and access requests.
• Perform new hire technology setup and employee offboarding.
• Maintain accurate user records and IT asset documentation.

Ticket Management

• Monitor and prioritize incoming service tickets.
• Resolve issues within established service level expectations.
• Document resolutions thoroughly within the ticketing system.
• Identify recurring issues and communicate trends to the IT team.

Hardware & Software Support

• Configure and deploy laptops, desktops, monitors, mobile devices, and printers.
• Install software, security updates, and approved applications.
• Perform workstation moves, adds, and changes.
• Maintain inventory of IT equipment and accessories.

Team Collaboration

• Work closely with IT teammates to ensure timely resolution of support requests.
• Assist with technology rollouts and system upgrades.
• Participate in documentation of standard operating procedures.
• Support continuous improvement initiatives within the IT department.

Qualifications

Education & Experience

• 1-2 years (Technician I) or 4-5 years (Technician II) of Help Desk, Service Desk, or IT Support experience required.
• Associate's or Bachelor's degree in Information Technology, Computer Science, or related field preferred.
• Equivalent combination of education and experience will be considered.

Technical Skills

• Experience supporting Microsoft Windows operating systems.
• Working knowledge of Microsoft 365.
• Experience administering or supporting Microsoft Entra.
• Familiarity with Active Directory concepts is a plus.
• Experience using ticketing systems.
• Basic understanding of networking fundamentals.
• Experience supporting printers and mobile devices.

Soft Skills

• Excellent customer service mindset.
• Strong verbal and written communication skills.
• Positive, professional, and approachable demeanor.
• Strong troubleshooting and problem-solving abilities.
• Ability to prioritize multiple tasks in a fast-paced environment.
• Collaborative team player.
• Detail-oriented with excellent organizational skills.
• Eagerness to learn and grow within IT.

Applicants must be currently authorized to work in the U.S. on a full-time basis without future employment sponsorship

Recruitment Agencies:

We are not accepting unsolicited resumes or candidate profiles from external recruitment agencies or staffing firms.

To protect the interests of all parties, AMPAM WILL NOT accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to AMPAM, including unsolicited resumes sent directly to AMPAM leaders/managers/coworkers or to AMPAM's database will be considered AMPAM property. AMPAM will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume. Inquiries from external recruitment agencies should be directed ONLY to our talent acquisition team.