What are the responsibilities and job description for the IT Support Specialist position at Abraham Technical Services Inc?
Description
AbeTech is adding a new role to the IT Team. The IT Support Specialist works within the Business Services team to provide technical support for the business and end-users related to AbeTech supported Technologies. The IT Support Specialist provides assistance to AbeTech users including remote and on-site troubleshooting and is an on-site support resource to our Managed Service Provider. The position is responsible for providing quality support services and solutions while maintaining a high level of user satisfaction.
Duties Include:
IT Support
- Provide on-site and remote support to end-users and Managed Service Provider (MSP).
- Work directly with end-users and MSP to troubleshoot, recreate, and resolve issues related to AbeTech supported technology
- Monitor ticket queues,at MSP and AbeTech, and address incoming support tickets. Utilize available resources to resolve support issues independently and as part of a team; understand, escalate and reassign when necessary
- Maintain excellent ticket management to ensure target response times are met
- Use strong judgment to determine the appropriate channel of communication
- Create and maintain excellent support documentation to allow for collaborative troubleshooting and resolution
- Responsible for tasks associated with user on-boarding and off-boarding
- Responsible for the maintenance of documentation related to infrastructure diagrams, general IT documentation as well as process. Responsible for communicating updates to MSP when relevant
- Responsible for all new computer system setups, upgrades, and troubleshooting
- Phone system administration for users, pooled lines and automated attendant
- Manage and maintain inventories for all servers, software, computer systems, peripherals, and miscellaneous IT systems hardware
- Provide new employee training to new users related to AbeTech supported technology, IT processes and policies
- Monitor backup jobs, ensuring successful backups are completed and maintained
- Setup and support of software and hardware in community spaces (conference and huddle rooms, lobby, other general areas)
- Provide support for wireless networks in all locations
- Coordinate the routine recycling of IT equipment, ensuring hard drives are erased and confidential information is destroyed
- IT contact for new offices and office shutdown
- Security training administration including monthly internal phishing tests to end users
- Other duties and special projects as assigned
Application Support
Ensure internal AbeTech software applications are functional, running on the latest supported version and being maximized to their fullest capabilities.
- Applications are secure and tailored to the intended user
- Maintain written documentation of applications, modifications and upgrade history.
- Work directly with the Business Analyst and Application Owner to create work instructions and provide training and references for end users
- Create and manage documentation of all IT administration, processes and work instructions
- Work with partners to support and maintain testing and production environments, performing and testing upgrades as necessary. Track user and server application licensing
- Audit applications to ensure the principle of least privilege is being followed
Requirements
Skills/Knowledge
- 2 years experience in technical support and/or systems administration
- Ability to troubleshoot and resolve issues related to hardware, infrastructure, systems and networks
- Aptitude to learn complex technical concepts and communicate to technical & non-technical audiences
- Ability to prioritize issues based on severity and urgency
- Ability to work independently and as part of a team
- Exceptional customer service skills
- Strong interpersonal and organizational skills
- Excellent written and oral communication skills to thrive in a fast-paced environment
- Excellent analytical and problem-solving abilities
- Flexibility
- Ability to communicate with all levels of management and staff regarding AbeTech supported technologies
- Ability to maintain up-to-date knowledge of information systems and technologies
- How to go above and beyond for others
- Ability to work independently or as part of a team