Air Medical Group Holdings

  • Desktop Support Technician I

    Job Locations US-UT-South Jordan
    Posted Date 2 months ago(1/11/2019 4:50 PM)
    iCIMS Requisition ID
    # of Openings
    Job Families (Portal Searching)
    Information Technology
  • Overview

    Air Medical Group Holdings, LLC ("AMGH") is the largest independent provider of air and ground medical services in the world, operating through six subsidiaries, Air Evac Lifeteam, Med-Trans, Guardian Flight, REACH, AirMed International and Lifeguard, which collaborate with leading hospital systems, medical centers and EMS agencies to offer improved access to emergency medical care.

    AMGH has close to 7,300 employees and operates over 330 base locations across 30+ states.  The company also maintains the largest emergency air medical membership program in the U.S., comprised of over 3 million individuals.


    The Desktop Support Technician’s primary responsibility is to provide support and maintenance within the organizations desktop computing environment.  This includes receiving, prioritizing, documenting and actively resolving end user help requests.  This also includes installing, diagnosing, repairing, maintaining and upgrading all hardware and equipment (Including but not limited to PC’s, printers and scanners.)  The Desktop Support Technician will troubleshoot problem areas in person, by telephone or via remote request, in a timely and accurate manner.  Problem resolution may involve the use of diagnostics tools and hands on assistance at the desktop level.

    While this is a Med-Trans W-2 employee position from a compensation, employee policies and benefits perspective, this role supports all AMGH subsidiaries and IT environments.


    Primary responsibilities include:

    • Field incoming requests from Service Desk, end users directly and telephone
    • Document pertinent information to effectively analyze, troubleshoot and resolve issues
    • Access software updates and patches, driver updates, knowledge base articles, forums and frequently asked questions on the internet to effectively to aid in problem resolution
    • Apply diagnostic tools when necessary to troubleshoot and resolve issues
    • Effectively record, track and document the help desk request problem-solving process, including all successful and unsuccessful decisions made and actions taken through to the final resolution
    • Identify and learn appropriate software and hardware used and supported by the organization
    • Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing local file backups, imaging and configuring systems and applications
    • Install, upgrade, support and troubleshoot printers, laptops, desktops and any other authorized peripheral equipment
    • Test fixes to ensure problem has been fully resolved
    • Perform post-resolution follow-ups to help desk requests
    • Develop knowledge base articles from issues resolved to share with other IT personnel


    • Education:
    • High School diploma or equivalent and/or one (1) year work experience in related field required
    • Training and Experience:
    • Knowledge of basic computer hardware
    • Experience with desktop operating systems including Windows 7 and Windows 10
    • Application support experience including but not limited to Microsoft Office and Office 365, Adobe, Java
    • Fundamental understanding of a Microsoft Domain environment including Group Policy, DNS and DHCP along with other core Windows services
    • Proficient in support ticketing systems (ServiceNow a plus)
    • Ability to effectively prioritize and execute tasks in a fast paced, high-pressure environment
    • Ability to work in a team-oriented, collaborative environment
    • Ability to communicate effectively with a wide variety of people in a professional manner, face to face, on the phone and in writing


    Guardian Flight is an equal opportunity employer and as such, affirms in policy and practice to recruit, hire, train and promote, in all job classifications without regard to race, color, religion, gender, age, sexual orientation, gender identity, national origin, disability status or status as a protected veteran.


    Reasonable accommodation will be provided for qualified individuals with disabilities and disabled veterans in job application procedures. We believe that diversity lends a regional, national, and global advantage to the clients we serve. Our workforce consists of dynamic individuals, with a range of backgrounds, talents, and skills.


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