IT Support Specialist
$49,920–$60,320 year
On-siteRogers, Minnesota, United States
Job Summary
Provide on-site and remote support and training to end users and the Managed Service Provider (MSP), troubleshooting and resolving issues related to AbeTech-supported technologies. Monitor the ticket queue to address incoming requests independently or collaboratively, while exercising sound judgment on communication channels. Create and maintain comprehensive support documentation, infrastructure diagrams, and process materials for the MSP. Configure, upgrade, and troubleshoot computer systems; administer phone systems, wireless networks, and server credentials. Manage hardware inventory, ensure successful Datto backup jobs, and coordinate equipment recycling with secure data erasure. Administer security awareness training programs, including monthly phishing tests, and perform onboarding and offboarding tasks for AbeTech staff.
Required 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
- 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
Desired 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
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