IT Support Specialist

IT Support SpecialistThe IT Support Specialist works within the Business Systems department to provide technical support for end-users related to AbeTech supported Technologies. The IT Support Specialist assists AbeTech users with both remote and on-site troubleshooting and serves as the on-site support resource for our Managed Service Provider (MSP). This position is responsible for delivering high-quality support services and solutions while maintaining a high level of user satisfaction.Key ResponsibilitiesProvide on-site and remote support and training to end users and the Managed Service Provider (MSP).Work directly with end users and the MSP to troubleshoot, reproduce, and resolve issues related to AbeTech-supported technologies.Monitor the ticket queue and address incoming support requests. Utilize available resources to resolve support issues independently and collaboratively as part of a team, understanding when escalation is necessary.Exercise sound judgment to determine the appropriate communication channel for each situation.Create and maintain clear, comprehensive support documentation to facilitate collaborative troubleshooting and issue resolution.Perform tasks associated with the onboarding and offboarding of AbeTech staff.Maintain infrastructure diagrams, general IT documentation, and process documentation, ensuring all materials are current and communicated to the MSP as necessary.Configure, upgrade, and troubleshoot new and existing computer systems.Administer phone systems, including user accounts, pooled lines, and automated attendants.Manage and maintain inventory for servers, computer systems, peripherals, and other IT hardware.Monitor Datto backup jobs to ensure successful backups are completed and maintained.Set up and support software and hardware in shared spaces, including conference rooms, lobbies, and other common areas.Provide support for wireless networks across all company locations.Coordinate the annual recycling and disposal of IT equipment, ensuring hard drives are securely erased and confidential information is properly destroyed.Administer security awareness training programs, including monthly internal phishing tests for end users.Perform other duties and special projects as assigned.Partner Support, MSP, and Hardware ResponsibilitiesDocument all partner agreements, contracts, and engagements.Ensure the MSP has the necessary user documentation and work instructions to effectively troubleshoot issues.Ensure escalated support requests from the MSP are resolved within four hours or communicate updates to users when resolution cannot be achieved within that timeframe.Maintain and update user documentation, server documentation, and work instructions as they pertain to Business Systems; assist other Business Systems team members as needed.Manage MSP service desk engagement and ticketing processes.Maintain all AbeTech and partner server login credentials and passwords within KeePass.RequirementsRequired Skills and Education0–1 years of experience in technical support and/or systems administration.Proven ability to troubleshoot and resolve issues related to hardware, infrastructure, systems, and networks.Aptitude for learning complex technical concepts and communicating them effectively to both technical and non-technical audiences.Proven ability to prioritize issues based on severity and urgency.Ability to work independently and collaboratively as part of a team.Exceptional customer service skills and a friendly, positive attitude.Strong interpersonal and organizational skills.Excellent written and verbal communication skills, with the ability to thrive in a fast-paced environment.Excellent analytical and problem-solving abilities.Flexibility and the ability to adapt to a fast-paced, rapidly changing environment.Ability to communicate effectively with all levels of management and staff regarding AbeTech-supported technologies.Ability to maintain current knowledge of information systems and technologies.Demonstrates a commitment to helping others by consistently going above and beyond, with a genuine, service-oriented mindset.Preferred QualificationsProven technical troubleshooting skills related to hardware and systems.General knowledge of Active Directory, including managing user accounts, security groups, and permissions.General knowledge of file servers, file and folder permissions, and print servers.Understanding of data backup and recovery fundamentals.Knowledge of security best practices, including identifying and resolving malware and other security-related issues.Experience supporting and troubleshooting wireless networks.Experience with Microsoft Dynamics GP, ConnectWise, and Microsoft 365.