IT Service Desk Technician

Posted Date 05 Nov 2024



Experience Icon Experience 2 Years Salary Salary 65000USD - 70000USD
Job Type Icon Job Type Full Time Company Company Amplify Education, Inc.
Job Category Icon Job Category Technician Qualification Icon Qualification BS Engineering
Gender IconGender Both Date Last Date 03 Feb
Vacancies IconVacancies 1 Remote IconRemote No
Location Location(s) New York , United States

Description Job Description


The IT Service Desk Technician position at Amplify is designed to support internal employees by troubleshooting and resolving various technical issues, with a focus on workstations, network services, and peripherals. Here’s a breakdown of the role:

Role Overview

As part of the IT Support Team, the IT Service Desk Technician will handle front-line support for both hardware and software issues, primarily for Windows and Mac systems. Responsibilities also include configuration and management of devices through JAMF and Intune, supporting user accounts, and implementing corporate security protocols. The role requires an initial on-site presence for the first two months, after which one remote day per week is allowed.

Key Responsibilities

  • Technical Support: Provide first-level support for desktops, laptops, peripherals, and network services.
  • Issue Documentation: Record steps and solutions in a case management system.
  • Device Management: Deploy, manage, and retire devices using JAMF for Macs and Intune for Windows.
  • Troubleshooting: Resolve workstation issues, manage escalations for complex problems, and troubleshoot hardware, software, and network issues.
  • User Account Management: Manage accounts in Active Directory, Okta, and G Suite.
  • Network Support: Provide primary support for LAN, WAN, and VPN connections.
  • Security: Implement security procedures and support two-factor authentication.

Basic Qualifications

  • Experience: Minimum 2 years in a helpdesk role with strong knowledge of PC/Mac hardware, Windows OS, Mac OS, Office 365, Google Suite, and Adobe Cloud.
  • Technical Skills: Familiarity with Active Directory, Azure, Group Policy, Okta, basic scripting (Bash, PowerShell, or Python), and JAMF Pro for Mac inventory.
  • Physical Requirements: Ability to lift up to 60 lbs (computers and related equipment).
  • Certifications: CCT - Casper Certified or equivalent JAMF experience.

Preferred Qualifications

  • Education: Bachelor’s degree in a related field.
  • Network Knowledge: Understanding of networking basics (DNS, DHCP, OSI Model, TCP/IP) and experience with LAN, WAN, and VPN.
  • Technical Troubleshooting: Skilled in Mac and PC repairs and troubleshooting of peripherals.
  • Communication: Experience in effectively communicating both verbally and in writing with team members and vendors.

Compensation and Benefits

  • Salary Range: $65,000 - $70,000 annually.
  • Benefits: Comprehensive package including 401(k), health insurance, mental health support, paid time off, parental leave, and professional development opportunities.

Amplify values diversity and inclusivity, aiming to build a diverse workforce. This role is ideal for individuals experienced in IT support who enjoy a hands-on approach to technical problem-solving and collaboration in a dynamic K–12 educational technology environment.

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