What are the responsibilities and job description for the Service Desk Technician position at American Management Group, LLC (AMG)?
Service Desk Technician
American Management Group
Lady Lake, FL
American Management Group
Lady Lake, FL
Job Summary
As a Service Desk Technician will be responsible for working closely with our clients, providing advanced Level-I IT knowledge, tools, and problem-solving skills to determine, diagnose and solve all IT-related issues.
Essential Functions and Responsibilities
- Assist in maintaining service for both internal and External customers
- Meet assigned SLA for both internal and external users
- Set up workstations with computers and necessary peripheral devices (routers, printers etc.)
- Check computer hardware (full computer setup including all equipments assigned) to ensure functionality
- Install and configure appropriate software and functions according to specifications
- Diagnose and maintain local networks in ways that optimize performance
- Ensure security and privacy of networks and computer systems
- Provide orientation and guidance to users on how to operate software and computer equipment
- Organize and schedule diagnostic testing around client availability to inhibit impact
- Perform troubleshooting to diagnose and resolve problems (repair or replace parts, etc.)
- Maintain records of support interactions and time spent in Service Desk Application
- Identify and document computer or network equipment warranty issues and communicate them internally.
- Act as a liaison between Vendors and clients for open vendor support requests
- Assist in writing new Policy, Process and Procedures including updating, creating and mataining new or existing policies
- Administer multiple 365 portals
- Manage O365 users, license management, group management, report manamgement etc
- Inventory Management, assigned, distributed, returned and deprovisioned equipment list
- Familiar with Cloud platforms such as AWS, Azure or GCP
- Familiar with Windows Servers 2016 to 2022
- Additonal duties as assigned by the Manager
Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee will be required to sit; climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift and move up to 25 pounds. In addition, employee will be required to drive company provided vehicle to resolve customer issues which includes local or long-distance location business to business travel, business to consumer or any other location as assigned by the manager.
Education and/or Experience
- Associate Degree with 2 to 3 years of industry and relevant experience
- Degree can be substituted with 3 to 4 years of relevant experience & certifications includes COMPTIA Network , Security , Server (Must have at least two certifications: Security & Server or Network & Server )
- Any basic Cloud certification is a plus
- Excellent interpersonal, communications, public speaking, and presentation skills.
Position Type/Expected hours of work
This is a full-time position, and hours of work and days are Monday through Friday. Frequent evening and weekend or any alternative schedule assigned by the manager may be required as job duties demand. Benefits Package to include:
- Paid PTO and sick leave (15 days initially)
- Paid Federal Government Holidays
- 100% Medical premium for employee
- 100% Dental and Vision
- 100% paid Life, short and long-term disability insurance for employee
- 401K
We are an Equal Opportunity Employer
We do not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, national origin, age, disability, genetic information or any other characteristics protected by law.
