IT Support Specialist
AbeTech
IT Support Specialist
The 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 Responsibilities
- Provide 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 Responsibilities
- Document 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.
Requirements
Required Skills and Education
- 0–1 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 Qualifications
- Proven 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.
$24 - $29 per hour
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