Service Desk Support 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 15 million students in all 50 states. For more information, visitamplify.com.

This Service Desk Support Technician will be responsible for the day-to-day front-line technical support and maintenance of end-user systems, with a heavy focus on workstation deployment and management using tools like JAMF and Intune. The role requires thorough documentation of technical issues in a case management system and close collaboration with IT staff and management to ensure all systems and support processes align with the company's technical and security standards. Key responsibilities include managing accounts in Active Directory, Okta, and Google Workspace, and providing primary LAN, WAN, and VPN support.

Essential Responsibilities:

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

• Document troubleshooting steps and resolutions in a case management system in a timely manner

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

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

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

• Troubleshoot 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 Google Workspace

• Provide primary LAN, WAN, and VPN support

• Implement corporate security procedures

• Participate in a rotating 24/7 on-call support schedule

• Track work and troubleshooting steps using the case management system

Required Qualifications:

• 2+ years of experience in a helpdesk environment

• 2+ years of experience supporting PC and Mac hardware, Windows OS (Windows 10 and Server), macOS, Microsoft 365, and Google Workspace applications (Docs, Gmail, Meet, etc.), as well as tools such as Slack and Adobe Creative Cloud.

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

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

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

• Working knowledge of Intune, SCCM, or JAMF.

Preferred Qualifications:

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related 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

• Understanding of information security principles, particularly as they relate to confidentiality and privacy

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

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

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 salary range for this role is $65,000 - $70,000. This role is eligible to earn an annual discretionary bonus that rewards individual and company performance.

Amplify is an Equal Opportunity Employer. Amplify makes employment decisions based on qualifications and merit, and does not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability status, veteran status, or any other legally protected characteristic or status.

Amplify is committed to providing reasonable accommodations for qualified individuals with disabilities, including disabled veterans. If you have a disability and need an accommodation in connection with the application or hiring process, please email hiringaccommodations@amplify.com.

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

Amplify is an E-Verify participant.