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IT Support Specialist (Hybrid)
Kernersville, NC
Job Description
ABS Kids has an opening for an IT Support Specialist to join our support team in a hybrid role. We are currently seeking candidates who live in or near Kernersville, NC.
Our Administrative Support team members play a vital role in advancing our mission to make a difference in the lives of children with autism spectrum disorder and their families. Every team member at ABS Kids is passionate about providing best in class support to our direct care providers, who in turn deliver the highest quality ABA therapy to our clients.
*What do we offer?*
* $21 / hour - based on qualifications
* Full benefits package
* Training on all systems
* Frequent feedback/ training
* Work from home, we provide all equipment you will need
* Business casual work environment
*What would you do?*
* Provide desk side, remote, chat, and phone-based user support and resolve technology problems to the end user's satisfaction.
* In-person and remote support of a large inventory of tablet devices (Android OS) and associated tablet charging carts used by frontline clinical staff.
* Monitor and respond quickly and effectively to requests received through the IT ticketing system, email, chat, or inbound phone calls.
* Adhere to company defined Support Level Agreements (SLAs) for all support requests to deliver exceptional support and consistently exceed client expectations.
* Installation, configuration, and ongoing usability support of computing endpoints, peripheral equipment, software, collaboration technology, and mobile devices.
* Modify computer configurations, utilities, software default settings, etc.
* Desktop and laptop hardware upgrades and repair.
* Work with vendor support contacts to resolve technical problems with desktop computing equipment, printers, mobile devices, and software.
* Modify user accounts in multiple internal and external systems.
* General end-user account support and administration within SaaS platforms.
* Documentation and escalation of technical issues to other internal groups, external vendors, and IT Leadership.
* Maintain detailed documentation of internal IT procedures and processes.
* Other duties as required.
*Who are we looking for?*
* Associates Degree in Information Technology or combination of Education and applicable work experience
* Minimum of 1 year of IT customer service/support experience
* Strong communication, professionalism, and customer service skills, a passion to exceed support expectations and the ability to exercise patience when working with non-technical users.
* Ability to prioritize daily & weekly tasks or projects.
* Experience with IT Service Management systems (i.e. FreshService, Zendesk, ServiceNow)
* Experience with macOS & Microsoft Windows operating systems
* Experience within Microsoft 365 Suite of apps, both installed locally and cloud based (i.e Outlook, Teams, OneDrive, Word, Excel, PowerPoint)
* Experience with supporting and troubleshooting mobile devices (i.e. iOS, Android)
* Experience with Mobile Device Management (i.e. Intune, Jamf)
* Experience with endpoint disk encryption technologies (i.e Bitlocker)
* Working knowledge of computer imaging technologies
* IT Asset Management experience
* Foundational knowledge of networking core concepts and protocols - TCP/IP, Switches, Firewalls and Wireless technology
*Who We Are:*
* It's in the wow moments that we find our purpose at ABS Kids. Our shared experiences are the milestones that influence our work. The mission of our work with children with autism and their families feeds our spirit. With every wow moment, we can see our impact grow.
* At ABS Kids we are empowered by the breadth of our differences. Our mission is to create a culture where all people thrive because their diverse stories are heard and celebrated. We commit to an evolving understanding of diversity as we learn from one another.
* We are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.
ISupportI
Our Administrative Support team members play a vital role in advancing our mission to make a difference in the lives of children with autism spectrum disorder and their families. Every team member at ABS Kids is passionate about providing best in class support to our direct care providers, who in turn deliver the highest quality ABA therapy to our clients.
*What do we offer?*
* $21 / hour - based on qualifications
* Full benefits package
* Training on all systems
* Frequent feedback/ training
* Work from home, we provide all equipment you will need
* Business casual work environment
*What would you do?*
* Provide desk side, remote, chat, and phone-based user support and resolve technology problems to the end user's satisfaction.
* In-person and remote support of a large inventory of tablet devices (Android OS) and associated tablet charging carts used by frontline clinical staff.
* Monitor and respond quickly and effectively to requests received through the IT ticketing system, email, chat, or inbound phone calls.
* Adhere to company defined Support Level Agreements (SLAs) for all support requests to deliver exceptional support and consistently exceed client expectations.
* Installation, configuration, and ongoing usability support of computing endpoints, peripheral equipment, software, collaboration technology, and mobile devices.
* Modify computer configurations, utilities, software default settings, etc.
* Desktop and laptop hardware upgrades and repair.
* Work with vendor support contacts to resolve technical problems with desktop computing equipment, printers, mobile devices, and software.
* Modify user accounts in multiple internal and external systems.
* General end-user account support and administration within SaaS platforms.
* Documentation and escalation of technical issues to other internal groups, external vendors, and IT Leadership.
* Maintain detailed documentation of internal IT procedures and processes.
* Other duties as required.
*Who are we looking for?*
* Associates Degree in Information Technology or combination of Education and applicable work experience
* Minimum of 1 year of IT customer service/support experience
* Strong communication, professionalism, and customer service skills, a passion to exceed support expectations and the ability to exercise patience when working with non-technical users.
* Ability to prioritize daily & weekly tasks or projects.
* Experience with IT Service Management systems (i.e. FreshService, Zendesk, ServiceNow)
* Experience with macOS & Microsoft Windows operating systems
* Experience within Microsoft 365 Suite of apps, both installed locally and cloud based (i.e Outlook, Teams, OneDrive, Word, Excel, PowerPoint)
* Experience with supporting and troubleshooting mobile devices (i.e. iOS, Android)
* Experience with Mobile Device Management (i.e. Intune, Jamf)
* Experience with endpoint disk encryption technologies (i.e Bitlocker)
* Working knowledge of computer imaging technologies
* IT Asset Management experience
* Foundational knowledge of networking core concepts and protocols - TCP/IP, Switches, Firewalls and Wireless technology
*Who We Are:*
* It's in the wow moments that we find our purpose at ABS Kids. Our shared experiences are the milestones that influence our work. The mission of our work with children with autism and their families feeds our spirit. With every wow moment, we can see our impact grow.
* At ABS Kids we are empowered by the breadth of our differences. Our mission is to create a culture where all people thrive because their diverse stories are heard and celebrated. We commit to an evolving understanding of diversity as we learn from one another.
* We are committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.
ISupportI
Job Summary
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
Associate Degree
Required Experience
1+ years
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