IT Support Specialist I

About Ampirical

At Ampirical, we're shaping the future of the power grid with precision, innovation, and purpose. Just as the ampere is the foundation of electric current, Ampirical is a core force driving the energy sector forward. We focus on quality, forward-thinking solutions, and empowering our team to grow and thrive.

We don’t just build projects—we build careers. If you’re looking for a place where your contributions matter and your professional development is supported every step of the way, we’d love to meet you. Watch this video to get a glimpse into our culture.

Why Ampirical?

💰 Hourly Rate: $19.65-27.41 - Commensurate (dependent on experience, education, and qualifications)

📈 Profit-Sharing Bonus: Semi-annual, performance-based (10% to 20% of salary)

🩺 Day-One Benefits: Medical, Dental, Vision

💼 401(k) with 4% match and immediate vesting

🏖️ PTO: Starting at 80 hours of vacation & 40 hours of sick time per year + 10 paid holidays

🗓️ Flexible Work Schedule: Every other Friday off

📚 Career Development: Advancement opportunities, tuition reimbursement

🧘 Perks: Gym membership stipend, wellness program, fertility benefits, pet insurance, and more

Your Role: IT Support Specialist I

The IT Support Specialist I serves as the first point of contact for end-user technical issues at the organization's headquarters. This entry-level role is responsible for responding to and resolving basic hardware, software, and connectivity issues through phone, email, and in-person support. The IT Support Specialist I logs and tracks support tickets, assists employees with account setup and system configuration, and maintains documentation of common issues and resolutions. This role works under the guidance of senior IT staff and is expected to deliver a high level of customer service while developing foundational technical skills and knowledge.

What You’ll Do:

• Respond to end-user support requests via phone, email, and in person, diagnosing and resolving basic hardware, software, and connectivity issues
• Use built-in diagnostic tools such as Task Manager and Command Prompt to assess and address system issues, following established troubleshooting guides and scripts
• Escalate complex or unresolved issues to higher support tiers with complete and accurate documentation
• Assist employees with account setup, password resets, account unlocks, and group assignments in Active Directory, following access control procedures
• Perform basic network troubleshooting using tools such as ping and ipconfig and help users resolve Wi-Fi and connectivity issues
• Use endpoint management tools to check device status, push software updates, and report enrollment or connectivity issues
• Log, track, and update support tickets with clear issue descriptions, actions taken, and accurate categorization and priority
• Maintain documentation of common issues and resolutions, contributing to the shared knowledge base using designated platforms and templates
• Follow security policies during all support tasks and identify and report suspicious activity, phishing attempts, and potential incidents to the appropriate team
• Apply least privilege principles when assisting with access changes and educate end users on safe computing practices
• Deliver professional, courteous support to internal staff, keeping users informed of ticket status and closing interactions with a positive, helpful tone
• Gather complete details before escalating issues and communicate clearly with the next support tier to ensure continuity of service
• Track personal performance metrics including ticket volume and resolution times, adhering to SLA expectations and sharing data with supervisors when requested

What You Bring:

• GED or higher or degree in Computer Science, or a related field; equivalent experience in lieu of a degree will be considered
• 0+ years of experience in an IT support or related role; internship or academic project experience considered
• Familiarity with Microsoft Office Suite and Microsoft 365 (O365)
• Basic understanding of Active Directory, including password resets and user account management
• Strong customer service and communication skills, both written and verbal
• Ability to follow documented procedures, escalate appropriately, and manage a ticket queue effectively
• Strong attention to detail and organizational skills

Ampirical is an Equal Opportunity Employer, meaning we do not discriminate based on the following characteristics in our hiring and employment practices: Age, sex, color, race, creed, national origin, religion or religious attire, marital status, pregnancy (child birth or related medical conditions), citizenship status or amnesty, ancestry, sexual orientation, gender, gender identity, gender expression, transgender status, physical or mental disability, military or veteran status, genetic information, sickle-cell trait, status as a tobacco user or non-user, or any other classification protected by federal, state, or local law.