The AME Group

IT Support

• Resolve advanced desktop and application issues, including performance problems, application conflicts, and registry-level troubleshooting
• Take over tickets escalated from AI/automation systems when automated tools cannot complete requests
• Administer Microsoft 365 environments, including Exchange Online, SharePoint permissions, security groups, and conditional access policies
• Perform Active Directory tasks, including user/group management, GPO troubleshooting, and basic modifications
• Support macOS environments, including troubleshooting and basic Jamf/MDM administration
• Troubleshoot network-related issues, including VPN connectivity, DNS/DHCP problems, and basic network diagnostics
• Implement and support backup/recovery solutions, including file/folder restores
• Identify and respond to security issues such as phishing attempts and malware; implement MFA
• Manage software installations, deployments, and licensing issues
• Perform hardware diagnostics and coordinate replacements or on-site support when needed
• Document work in the service desk system with resolution notes, next steps, and time entries
• Create and maintain client-specific SOPs and contribute to process improvements
• Mentor Level 1 technicians through shadowing, ticket reviews, and hands-on training
• Collaborate with server, network, and security teams on escalations and complex issues
• Participate in client onboarding, migrations, and projects as needed
• Meet or exceed SLAs for response time and resolution
• Book 80% of time toward client issues and complete three SOP updates/improvements per quarter

IT Support Specialist