IT Service Desk Technician

A pioneer in K–12 education since 2000, Amplify is leading the way in next-generation curriculum and assessment. Our core and supplemental programs in ELA, math, and science engage all students in rigorous learning and inspire them to think deeply, creatively, and for themselves. Our formative assessment products help teachers identify the targeted instruction students need to build a strong foundation in early reading and math. All of our programs provide educators with powerful tools that help them understand and respond to the needs of every student. Today, Amplify serves more than 10 million students in all 50 states. For more information, visit amplify.com.

Amplify is seeking applicants for an IT Service Desk Technician position to join our IT Support Team. This role will support in-house end-users in troubleshooting and resolving technical issues related to workstations, phones, and/or applications. The daily responsibilities of the IT Service Desk Technician include responding to numerous technical support questions and issues, resolving technical problems on time, and providing technical recommendations. Applicants will be able to demonstrate success in providing exceptional customer service while also maintaining the performance of user administrative responsibilities. Attention to detail and excellent communication are essential to this role. Applicants will be able to demonstrate efficiency in effectively communicating technical issues and resolutions and an in-office presence 5 days per week for the first 2 months. And after the 2 months it can be remote for one day during the week.

Responsibilities:

• Providing front-line support for workstations (desktops and laptops), peripherals, applications, and network services for Windows and Macs and mobile devices like iPhone, iPad, and Android. 

• Documenting steps taken to resolve technical issues on time in a case management system.

• Installing, configuring, and troubleshooting workstations and peripherals devices (printers/scanners).

• Deploy, manage, and decommission workstations with JAMF and Intune. 

• Support JAMF Inventory for Macs and Intune for Windows devices.  

• Troubleshooting hardware and software problems affecting workstations and escalating when necessary

• Collaborate with IT staff on more complex technical problems, escalating when needed.

• Create and maintain end-user accounts in Active Directory, Okta, and Gsuite.

• Providing primary LAN, WAN, and VPN support

• Implementing corporate security procedures

• Rotating 24/7 On-Call Shift

• Keep track of work and troubleshooting steps using our case management system.

Basic Qualifications of the IT Service Desk Technician:

• 2 + years of experience in a helpdesk environment

• 2 + years of working experience in PC/Mac hardware, Windows OS (10, Server), Mac OS X, Office 365, and Google Suite applications (Google Docs, Gmail, Meet, etc..) Slack and Adobe Cloud. 

• Working knowledge of Active Directory, Azure, Group Policy, LDAP, and Okta.

• Basic Scripting in Bash, PowerShell, and/or Python

• Ability to lift personal computers, servers, and related equipment (up to 60 lbs)

• Proven experience with 2-factor authentication on email and applications. 

• CCT - Casper Certified or equivalent work exposure to Jamf Pro

• Working knowledge of Intune, SCCM, or JAMF. 

Preferred Qualifications of the IT Service Desk Technician:

• Bachelor’s degree in computers or engineering discipline

• Understanding of networking concepts such as DNS, DHCP, Email, HTTP, SSL, OSI Model, and TCP/IP protocols and applications

• Knowledge of troubleshooting printer/peripheral devices

• Basic theoretical understanding of networks LAN, WAN, and VPN networks

• Proven skills in Mac and PC repair, troubleshooting, deployment, and liquidation

• Knowledge of sensitivity to principles of information security, especially as it relates to confidentiality and privacy. 

• Experience communicating verbally and in writing with peers, management, contractors, and vendors.

What we offer:

Salary is only one component of the Amplify Total Rewards package, which includes a 401(k) plan, competitive health insurance and mental health options, basic life insurance, paid time off, parental leave, and access to best-in-class development programs. The gross annualized salary range for this role is $65,000 - $70,000.

We celebrate diversity and are committed to creating an inclusive environment for all employees. To that end, we seek to recruit, develop and retain the most talented people from a diverse candidate pool. 

Amplify is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics. 

This position may be funded, in whole or in part, through American Recovery & Reinvestment Act funds.

Amplify Education, Inc. is an E-Verify participant.

If selected, a background check will be required. As required by state and local laws and district policies, you may also be required to provide additional documentation, such as proof of vaccination or submit to enhanced background screening, including fingerprints.