IT Operations and Support Services Technician - Tier 2

  • 10888 S 300 W., South Jordan, UT, us
  • Full-time

Company Description

Air Medical Resource Group (AMRG) is a leading provider of air medical services, management, and experience in the air medical industry. AMRG has developed a proven business model that allows our programs to experience success in caring for and transporting patients in rural area hospitals to large tertiary care facilities in metropolitan areas. We utilize the most advanced equipment, quality aircraft, and most importantly, trained and experienced staff to accomplish our mission of saving lives and caring for the communities we serve.

Job Description

The IT Operations and Support Services Technician provides excellent customer service and support to associates of all AMGH companies by managing IT requests and trouble tickets. Through effective use of written and verbal communication, the Tier 2 Support Technician sets and manages expectations with the customer by adhering to our ITIL-based Incident and Problem Management policies. The IT Service Desk Tier 2 Support Technician is responsible for providing end-user support and customer service on company supported computer applications and programs. The Tier 2 Support Technician will troubleshoot problems, determine the source, and advise on the appropriate action. the Tier 2 Support Technician will build, install, and maintain computer systems as well as complete project-based work as needed. This position reports to IT Operations and Support Services Leader, and partners with IT leadership, all employees, vendors, and suppliers


  • Provide second line customer phone support, resolve technical issues, log and escalate calls as appropriate.
  • Answer incoming calls in a professional, friendly, and timely manner.
  • Builds a strong relationship with end users by projecting a positive attitude and providing helpful support.
  • Will have a necessary understanding of our services.
  • Troubleshoot and problem solve efficiently by using active listening skills and asking pertinent, specific questions. 
  • Identify and organize tickets according to priority/ severity.
  • Provides basic support of laptops, desktops, mobile devices and applications utilized by customers.
  • Track and route problems and request and document resolutions.
  • Close tickets in a timely manner and follow up with all end users to ensure customer satisfaction.
  • Perform hardware (including desktops, laptops, printers, sound and video cards, peripherals) and software installations (including operating systems, third-party and in-house developed applications.)
  • Provide on-the-job training to new department staff training to new department staff members.
  • Provide computer orientation to new company staff, and provides information on operational or maintenance aspects of system equipment. 
  • Provide computer orientation to new company staff, and provides information on operational or maintenance aspects of system equipment. 
  • Actively updates existing procedures or creates new procedures relating to the IT Operations group's responsibilities. 
  • Owns assigned projects and tasks within the IT Operations team.
  • Performs imaging and deployment of packages.
  • On-call, weekend and after hours support may be required to maintain systems and support end users.
  • Will follow all company/client procedures as well as HR policies. 



High School diploma and Associates degree (Bachelor's degree preferred) or equivalent work experience.  


  •        Strong interpersonal skills
  •        Excellent communication and documentation skills
  •        Demonstrate the ability to learn and support new applications and technologies.
  •        Relentless focus on providing a high degree of service by taking ownership of projects, tasks, and         trouble tickets.
  •        Proactively identify and recommend updates or changes to existing processes, software, or                   hardware.
  •         Value self-accountability by taking ownership of assigned tasks and the incident management                process.
  •         Ability to multi-task and prioritize in a fast-paced work environment
  •         Ability to apply critical thinking skills to maintain high levels of support in a dynamic environment


  •         Work is normally performed in a typical interior/office work environment
  •          No or very limited exposure to physical risk
  •          May be required to sit for long periods of time
  •          May be required to lift 50 lbs. or more

Additional Information

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