IT Support Technician

Overview As an IT Support Technician ( Sr Technician, Site Services is our internal title ) you'll be 100% onsite with an Abacus health care client in the Athens, GA area. The tech will also support several satellite locations, so access to a reliable source of personal transportation is required. In this role you will be an initial point of contact for resolving or triaging client requests and providing a world class client experience daily. You will leverage Abacus' resources when appropriate to ensure that more complex client issues are resolved in a timely manner using our standard escalations process. You will be this client's hero!! If this opportunity excites you, we want to talk to you! Role and Responsibilities • Deliver an excellent customer experience in all interactions • Resolve new and escalated service tickets, provide guidance for or personally resolve aging and complex issues • Troubleshoot and resolve client emergencies with minimal oversight, escalating to senior engineering resources where necessary • Serve as an escalation point to mentor and coach Technicians and Level One team members • Assist clients with the design and implementation, installation, configuration and ongoing usability of desktop computers, mobile devices, peripheral equipment, telephony systems, servers, storage, networking and software • Work with vendor representatives to resolve software and hardware issues • Install and/or upgrade Microsoft Windows Server Operating Systems • Perform advanced virus, malware and ransomware mediation • Provide professional quality server room cable management • Responsible for creating and maintaining high quality, detailed documentation • Resolve backup issues and perform restore testing • Install, configure, support complex virtual environments with High Availability in VMWare ESXi and Hyper-V environments • Work with client to harden security posture through policy and advanced technologies according to Medicus IT standards and processes • Communicate with client as required: Keeping them informed of incident progress, notifying them of impending changes or agreed upon outages • Accountable for continued customer satisfaction and coordinates all activities with the client, assists with client training while representing Abacus in a professional manner • Perform on-site technical and customer service support, to include: • Emergency/unscheduled repairs of clients’ on-site technical systems and equipment • Performs scheduled maintenance and repairs of clients’ technical systems and equipment • Network switch and server room cable management • Diagnoses, troubleshoots, repairs, and debugs complex technical and computer systems, and software • Follow standard procedures to isolate and fix problems in malfunctioning equipment or software. • Performs routine cleanup of client network closets including labeling, removal of unneeded equipment, and updating of documentation • Demonstrate proficiency in reporting activities, maintaining local spare parts inventories, recording time and travel expense records and client log records • Exhibit adaptability and is willing to alter shifts and job requirements to meet the needs of clients and Abacus • Comply with all safety requirements, including but not limited to: completing all required training, following all guidance provided in Abacus policies, procedures, field guidelines, reporting requirements, and technical advisories. Demonstrates a pro-active approach toward safety, health, and quality in compliance with all Company, governmental and customer requirements • Participate in project planning, solution delivery, mentoring and teaching improved processes to team members • Follow Abacus’s defined processes, policies, service delivery