IT Help Desk (Level 1)

About the role

This is a Level 1 Help Desk role at AMP IT, one of the software businesses within the AI-native holding company AMP Dynamic. Based in Charlotte, NC, this position offers a full-time, in-office role.

Responsibilities

• Be the first point of contact for client support requests by phone, email, and ticket
• Troubleshoot and resolve common hardware, software, account, and connectivity issues
• Set up and configure laptops, accounts, and software for new users, and handle onboarding and offboarding
• Handle password resets, permissions, and basic network and printer issues
• Document every ticket clearly and escalate complex issues to Level 2 and Level 3
• Work AI-native: use AI tools to diagnose, research, and resolve issues faster, with sound judgment about when to escalate

Requirements

• You're genuinely helpful and patient, and you like solving problems for people
• You can explain technical things in plain language
• You're organized and reliable, and you follow through on every ticket
• You're curious about technology and eager to grow in IT
• You've embraced AI tools and use them to work smarter, while knowing when a human needs to step in
• You're able to work on-site at our Charlotte, NC office, five days a week

Qualifications

• Some IT, technical support, or customer support experience
• Internships, coursework, certifications, or hands-on tinkering all count
• A solid understanding of Windows, macOS, and core business platforms (Microsoft 365 and Google Workspace)
• Basic networking knowledge (Wi-Fi, DNS, VPN, printers), ideally on Ubiquiti (UniFi) gear
• Familiarity with common MSP tooling is a plus, and we will train you on our full stack. We use NinjaOne for RMM, Huntress for security, and Iru for Apple device management, plus standard documentation and ticketing tools

Skills

• Excellent communication and a customer-first attitude
• AI-native: comfortable using modern AI tools to research and resolve issues faster

Pay

The pay for this role is competitive and commensurate with experience.

Schedule

This is a full-time, in-office role at our Charlotte, NC office. You will work five days a week.