Qureos Mentor

Abraham Technical Services Inc

<div>Description:<p><br>
</p><p>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.</p><p><b>
Key Responsibilities</b></p><br>
<p></p><ul><li>
Provide on-site and remote support and training to end users and the Managed Service Provider (MSP).</li><li>
Work directly with end users and the MSP to troubleshoot, reproduce, and resolve issues related to AbeTech-supported technologies.</li><li>
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.</li><li>
Exercise sound judgment to determine the appropriate communication channel for each situation.</li><li>
Create and maintain clear, comprehensive support documentation to facilitate collaborative troubleshooting and issue resolution.</li><li>
Perform tasks associated with the onboarding and offboarding of AbeTech staff.</li><li>
Maintain infrastructure diagrams, general IT documentation, and process documentation, ensuring all materials are current and communicated to the MSP as necessary.</li><li>
Configure, upgrade, and troubleshoot new and existing computer systems.</li><li>
Administer phone systems, including user accounts, pooled lines, and automated attendants.</li><li>
Manage and maintain inventory for servers, computer systems, peripherals, and other IT hardware.</li><li>
Monitor Datto backup jobs to ensure successful backups are completed and maintained.</li><li>
Set up and support software and hardware in shared spaces, including conference rooms, lobbies, and other common areas.</li><li>
Provide support for wireless networks across all company locations.</li><li>
Coordinate the annual recycling and disposal of IT equipment, ensuring hard drives are securely erased and confidential information is properly destroyed.</li><li>
Administer security awareness training programs, including monthly internal phishing tests for end users.</li><li>
Perform other duties and special projects as assigned.</li></ul><h3 class="jobSectionHeader"><b>
Partner Support, MSP, and Hardware Responsibilities</b></h3><ul><li>
Document all partner agreements, contracts, and engagements.</li><li>
Ensure the MSP has the necessary user documentation and work instructions to effectively troubleshoot issues.</li><li>
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.</li><li>
Maintain and update user documentation, server documentation, and work instructions as they pertain to Business Systems; assist other Business Systems team members as needed.</li><li>
Manage MSP service desk engagement and ticketing processes.</li><li>
Maintain all AbeTech and partner server login credentials and passwords within KeePass.</li></ul>
Requirements:<p></p><p><br>
</p><h3 class="jobSectionHeader"><b>Required Skills and Education</b></h3><ul><li>
0&ndash;1 years of experience in technical support and/or systems administration.</li><li>
Proven ability to troubleshoot and resolve issues related to hardware, infrastructure, systems, and networks.</li><li>
Aptitude for learning complex technical concepts and communicating them effectively to both technical and non-technical audiences.</li><li>
Proven ability to prioritize issues based on severity and urgency.</li><li>
Ability to work independently and collaboratively as part of a team.</li><li>
Exceptional customer service skills and a friendly, positive attitude.</li><li>
Strong interpersonal and organizational skills.</li><li>
Excellent written and verbal communication skills, with the ability to thrive in a fast-paced environment.</li><li>
Excellent analytical and problem-solving abilities.</li><li>
Flexibility and the ability to adapt to a fast-paced, rapidly changing environment.</li><li>
Ability to communicate effectively with all levels of management and staff regarding AbeTech-supported technologies.</li><li>
Ability to maintain current knowledge of information systems and technologies.</li><li>
Demonstrates a commitment to helping others by consistently going above and beyond, with a genuine, service-oriented mindset.</li></ul><h3 class="jobSectionHeader"><b>
Preferred Qualifications</b></h3><ul><li>
Proven technical troubleshooting skills related to hardware and systems.</li><li>
General knowledge of Active Directory, including managing user accounts, security groups, and permissions.</li><li>
General knowledge of file servers, file and folder permissions, and print servers.</li><li>
Understanding of data backup and recovery fundamentals.</li><li>
Knowledge of security best practices, including identifying and resolving malware and other security-related issues.</li><li>
Experience supporting and troubleshooting wireless networks.</li><li>
Experience with Microsoft Dynamics GP, ConnectWise, and Microsoft 365.</li></ul></div>

IT Support Specialist

Join Abraham Technical Services Inc and explore 1   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Abraham Technical Services Inc

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IT Support Specialist