IT Support Specialist

Description

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...