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 standards
Must have a valid state driver’s license and provide own transportation to client sites.
Preference will be given to local candidates that live near the client locations / in the communities they serve.
All other duties assigned

Qualifications and Education Requirements

Associates degree in technology related field OR equivalent combination of education and work experience