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, visit amplify.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. . 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.

• Enroll and maintain all company devices in Apple Business Manager • Provision and configure macOS and Windows endpoints for all employees • Troubleshoot hardware and software issues across Apple and Microsoft ecosystems • Connect device management infrastructure to Google Workspace and other platforms • Execute technical onboarding: account creation, tool access, device provisioning • Own offboarding processes: device retrieval, account deprovisioning, access removal • Develop and maintain SOPs and documentation for onboarding/offboarding • Take ownership of scaling onboarding operations from current processes • Support deployment and monitoring of endpoint security tools • Maintain and enforce security policies and best practices • Assist with access reviews, security audits, and compliance system management • Build automation for recurring IT workflows in partnership with operations • Ensure clean integration and communication between internal tools and platforms • Serve as the first internal escalation point before involving external IT support • Handle reactive hardware/software support requests from the team

• Provides technical support and troubleshooting for network, desktop, and/or systems hardware, software, and mobile devices • Password reset assistance, and supporting multiple customers within a 24/7/365 support environment • Collaborate with senior technicians and other IT specialists when faced with complex or escalating issues • Joint troubleshooting sessions, leveraging shared knowledge bases, and contributing to post-mortem analyses to identify root causes and implement preventive measures • Manage a queue of technical support requests, prioritize impact-based issues, and document resolutions thoroughly

Overview GovCIO is seeking an Associate Service Desk Technician - Tier I to deliver exceptional first-tier technical support to our nation’s Veterans. to provide first-tier technical support to Veterans and VA providers. This role focuses on delivering outstanding customer service while assisting users with mobile device setup, application support, login troubleshooting, and basic hardware/software issues across platforms such as iOS, Android, Windows, and web-based video solutions. Success in this role requires not only strong technical knowledge but also a deep commitment to service excellence, empathy, and the ability to guide non-technical users through troubleshooting and training in a clear and reassuring manner. This position is fully remote located within the continental United States. If you are local in the DC/MD/VA area, you will be required to attend the 1-week long training session in the Herndon, VA office. Shifts (Eastern Time) TimeDays10:00 am - 6:30 pm ETTues - Fri11:00 am - 10:00 pm ETFri - Mon2:00 pm - 10:30 pm ETTues - Sat2:30 pm - 11:00 pm ETTues - Fri Responsibilities - Provide professional and timely technical support via phone, chat, and ticketing system. - Support initial mobile device setup, login credentials, application configuration, and user navigation. - Accurately document and update support tickets in ServiceNow, ensuring compliance with contractual obligations and internal standards. - Use probing questions and active listening to understand customer issues and provide tailored guidance. - Escalate issues appropriately while maintaining ownership through resolution. - Provide clear and reassuring guidance to end users while diagnosing and resolving issues. - Communicate complex technical concepts in clear, user-friendly language. - Meet or exceed performance metrics such as Average Speed of Answer (ASA), First Call Resolution (FCR), and customer satisfaction scores (CSAT). - Stay composed and professional in high-stress situations; focus on delivering a positive user experience. - Proactively alert leadership to any emerging issues or trends that may impact service delivery. - Collaborate with peers and leadership in a team-driven environment to continuously improve service quality. - Remain composed and focused on customer satisfaction while troubleshooting and resolving issues. - Be accountable, punctual, and ready to take help desk calls at the start of each shift; regular, reliable attendance is essential. - Embrace a team-oriented approach! WHAT YOU’LL BE DOING As a Tier 1, you will have a strong passion for technology, particularly iOS and Android products. You have the ability to adapt to evolving products, software, and hardware. You have the tenacity to work with non-technical end-users until they truly become independent and able to perform basic device functions on their own. - - Answer incoming customer calls into the Tier 1 Help Desk - Create, update, and close customer tickets in ServiceNow ticketing portal for every call answered and according to defined ticket compliance requirements - Ask probing questions, listen, and record data capture details and actions performed in all customer tickets - Ensure problem ownership, escalate issues through proper channels - Provide reassurance to end users when delivering solutions and diagnosing issues - Advise management of potential risks that may have impact on customer base and operating environment - Promote end-user satisfaction in adherence to established performance metrics Qualifications Required Skills and Experience: - High school diploma required; Associate's or Bachelor's degree preferred. - Minimum 1 year of technical support, help desk, or call center experience (or relevant degree/certification in lieu of experience). - Strong working knowledge of mobile devices (Android/iOS), tablets, Windows/Mac PCs, and video conferencing platforms. - Familiarity with service desk tools and real-time ticket documentation (preferably ServiceNow). - Excellent customer service and communication skills (verbal and written). - Ability to handle confidential information (PHI/PII) with discretion and integrity. - Demonstrated reliability, punctuality, and consistent attendance. - Ability to stay calm and focused when troubleshooting with end-users who may have limited technical knowledge. Clearance Requirement: - Must be able to obtain and maintain a Public Trust Security Clearance. - U.S. citizenship required. Preferred Skills and Experience: - Certifications such as CompTIA A+, Network+, Security+, Apple Certified Support Professional (ACSP), Google IT Support, or Help Desk Institute (HDI) Certification. - Experience supporting Cisco videoconferencing systems or mobile network troubleshooting. - Knowledge of medical terminology or prior experience in healthcare IT support. - Prior military service and/or experience working with or supporting the military and veteran community Company Overview GovCIO is a team of transformers--people who are passionate about transforming government IT. Every day, we make a positive impact by delivering innovative IT services and solutions that improve how government agencies operate and serve our citizens.But we can't do it alone. We need great people to help us do great things - for our customers, our culture, and our ability to attract other great people. We are changing the face of government IT and building a workforce that fuels this mission. Are you ready to be a transformer? What You Can Expect Interview & Hiring Process If you are selected to move forward through the process, here’s what you can expect: - During the Interview Process - Virtual video interview conducted via video with the hiring manager and/or team - Camera must be on - A valid photo ID must be presented during each interview - During the Hiring Process - Enhanced Biometrics ID verification screening - Background check, to include: - Criminal history (past 7 years) - Verification of your highest level of education - Verification of your employment history (past 7 years), based on information provided in your application Employee Perks At GovCIO, we consistently hear that meaningful work and a collaborative team environment are two of the top reasons our employees enjoy working here. In addition, our employees have access to a range of perks and benefits to support their personal and professional well-being, beyond the standard company offered health benefits, including: - Employee Assistance Program (EAP) - Corporate Discounts - Learning & Development platform, to include certification preparation content - Training, Education and Certification Assistance* - Referral Bonus Program - Internal Mobility Program - Pet Insurance - Flexible Work Environment *Available to full-time employees Our employees’ unique talents and contributions are the driving force behind our success in supporting our customers, which ultimately fuels the success of our company. Join us and be a part of a culture that invests in its people and prioritizes continuous enhancement of the employee experience. We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, disability, or status as a protected veteran. EOE, including disability/vets. Posted Pay Range The posted pay range, if referenced, reflects the range expected for this position at the commencement of employment, however, base pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, education, experience, and internal equity. The total compensation package for this position may also include other compensation elements, to be discussed during the hiring process. If hired, employee will be in an “at-will position” and the GovCIO reserves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, GovCIO or individual department/team performance, and market factors. Posted Salary Range USD $47,500.00 - USD $47,500.00 /Yr.