Amplify Energy Corp

Administration

• Coordinate the day-to-day operations of the IT Helpdesk
• Ensure timely resolution of incidents and service requests
• Triage, prioritize, and assign incoming tickets to appropriate IT resources
• Provide direct technical support and resolve escalated tickets
• Serve as the primary escalation point for complex technical issues
• Document incidents, requests, and resolutions in the ITSM platform
• Develop and maintain Helpdesk procedures, knowledge base articles, and support documentation
• Monitor ticket volume, response times, resolution times, and backlog
• Identify process improvement and service optimization opportunities
• Participate in an on-call rotation and support critical incidents outside normal business hours when necessary
• Coordinate Helpdesk workload distribution and assist with task prioritization
• Provide guidance, mentoring, and technical assistance to Helpdesk personnel
• Assist with onboarding and training of new Helpdesk staff
• Oversee support for Microsoft 365, Windows workstations, mobile devices, printers, conferencing systems, and business applications
• Coordinate support for remote locations, field personnel, and offshore operations
• Coordinate major incident response efforts and communications
• Identify recurring issues and implement permanent corrective actions
• Analyze trends and metrics to reduce ticket volumes and improve service quality
• Partner with cybersecurity and infrastructure teams during security incidents and system outages
• Coordinate with technology vendors and managed service providers
• Assist with hardware and software procurement
• Oversee inventory management of end-user technology assets
• Ensure technology assets are tracked, deployed, and retired according to company policies

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Service Desk Administrator