IT Support Specialist

AbeTech Inc.; Minneapolis (MN); On-site; USD 43,000 - 65,000; Full time

Job summary

AbeTech Inc. is seeking an IT Support Specialist to provide on-site and remote technical support for AbeTech-supported technologies within the Business Systems department.

You will assist end users and the MSP, troubleshoot issues, and document resolutions to maintain high user satisfaction. Responsibilities include onboarding/offboarding staff, maintaining infrastructure diagrams, and ensuring backups with Datto.

Qualifications

• 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.
• Excellent written and verbal communication skills, with the ability to thrive in a fast-paced environment.

Responsibilities

• Provide on-site and remote support and training to end users and the MSP.
• Troubleshoot, reproduce, and resolve issues related to AbeTech-supported technologies with end users and MSP.
• Monitor the ticket queue and address incoming requests; escalate when needed.
• Create and maintain clear support documentation for collaborative troubleshooting.
• Assist with onboarding and offboarding of AbeTech staff.
• Maintain IT infrastructure diagrams and general IT documentation for MSP communication.
• Configure, upgrade, and troubleshoot computer systems.
• Administer phone systems, user accounts, and automated attendants.
• Manage inventory for servers and IT hardware.
• Monitor Datto backup jobs to ensure successful backups.
• Set up and support software and hardware in shared spaces and conference rooms.
• Provide wireless network support across all company locations.
• Coordinate annual IT equipment recycling and secure destruction of drives.
• Administer security awareness training programs, including phishing tests.

Skills

Technical troubleshooting

Customer service

Communication

On-site support

Remote support

Documentation

Team collaboration

Organizational skills

Problem-solving

Security awareness

Tools

Active Directory

File servers

Microsoft 365

ConnectWise

Datto Backup

KeePass

Job description

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.


• 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.