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.