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.

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.