What are the responsibilities and job description for the IT Help Desk (Level 1) position at AMP Dynamic?
AMP Dynamic is an AI-native holding company that builds and acquires software businesses solving real-world problems. AMP IT is our managed IT services business. We keep companies running by managing their systems, securing their networks, and solving their technology problems fast.
This is a Level 1 Help Desk role and a great entry point into IT. You'll be the first friendly voice when something breaks, resolving the day-to-day issues and escalating the tricky ones. We'll give you the tools, training, and AI leverage to grow quickly. This is a full-time, in-office role at our Charlotte, NC office.
What you'll do
We believe great work happens when talented people are trusted, supported, and given the right tools to perform at a high level. We value autonomy, ownership, and thoughtful execution.
This is a Level 1 Help Desk role and a great entry point into IT. You'll be the first friendly voice when something breaks, resolving the day-to-day issues and escalating the tricky ones. We'll give you the tools, training, and AI leverage to grow quickly. This is a full-time, in-office role at our Charlotte, NC office.
What you'll do
- 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
- 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
We believe great work happens when talented people are trusted, supported, and given the right tools to perform at a high level. We value autonomy, ownership, and thoughtful execution.
- 41 days of paid time off per year across vacation, holidays, and personal time, and we encourage the team to fully disconnect and recharge
- Best-in-class equipment and tools: modern hardware, premium software, and whatever you need to perform at a high level
- An AI-native workplace that actively encourages modern AI tools to amplify research, troubleshooting, and execution. The goal is to equip talented people, not replace them
- A clear path to grow into Level 2, Level 3, and systems engineering roles
- Some IT, technical support, or customer support experience. Internships, coursework, certifications, or hands-on tinkering all count
- 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
- Excellent communication and a customer-first attitude
- AI-native: comfortable using modern AI tools to research and resolve issues faster
- This is a full-time, in-office role at our Charlotte, NC office. It is not remote
- CompTIA A or similar certification is a plus, not required