Job Title:  IT Support Technician

Abaco Systems is a global leader in modular, high performance, open architecture, standards-based rugged embedded computing for the most demanding applications in defense and industry. Our products and solutions are found in high-profile military/aerospace sea, land and air programs, plus commercial and industrial organizations in which rugged reliability is mission critical.

 As an IT Support Technician, you will assist our IT Service Desk team in delivering top-notch technical support to our employees and ensure the smooth operation of our IT systems.

Essential Duties and Responsibilities:

• Install and support server and desktop technologies for centralized division and/or facility equipment (including operating system maintenance, application maintenance, data archive).
• Monitor and maintain computer systems and networks.
• Respond in a timely manner to service issues and requests.
• Provide technical support across the company in person, over the phone, and via the ticket system.
• Set up accounts for new users and terminate accounts for departing users.
• Test and evaluate new technology as applicable.
• Keep all systems compliant with AMETEK security standards for Microsoft updates, Antivirus (CrowdStrike), etc.
• Work with local and wide area network (TCPIP), wireless/RF devices, Aruba.
• Assist in troubleshooting network devices, including routers, switches, and firewalls.
• Ensure the IT systems infrastructure and connectivity is maintained to systems hosted elsewhere.
• Provide support for Windows servers, PCs (primarily Windows 11), PC applications and Printers throughout the facilities.
• Install and configure company approved software.
• Identify and diagnose software/hardware issues, provide options, recommendations and troubleshooting.
• Maintain/enforce the IT Security Policies and procedures.
• Build and maintain high-quality customer relationships by consistently demonstrating a high level of professional service and demeanor.
• Respond to and resolve issues in a timely manner, escalating as required ensuring effective and timely resolution.
• Document and analyze technical issues and customer interactions
• Use feedback from customers to improve problem-solving techniques and customer service
• Document the root cause of issues and contribute to the knowledgebase
• Troubleshoot support tickets related to technology issues that range from Cloud apps, hardware issues, network issues, server issues, security issues, Office 365 issues.
• This position occasionally requires after-hours work and in rare occasions overtime.

Education and Experience:

• Minimum High School diploma
• 5+ years of IT experience in Windows desktop support
• Excellent interpersonal and customer service skills
• Critical-thinking and problem-solving skills
• Ability to quickly diagnose and resolve technical issues
• Exceptional teamwork skills to help other technical support workers
• Proactive and can work with the rest of the team to solve the problem
• Ability to learn new technologies and implement them
• Excellent written and verbal communication skills

Qualifications:

Knowledge of the following:

• Office 365
• VPN clients
• Break/Fix – laptops and desktops
• Intune PC deployment
• Microsoft SharePoint
• Mobile phones (iPhone, Android)
• Printers/Scanners
• Windows Server Administration
• Active Directory
• Azure/Entra
• Networking

Abaco is a Department of Defense (DoD) supplier and as such employees may work with or be exposed to export controlled information and/or information that has been designated as classified information. This information may only be seen or handled by US citizens or qualified permanent residents or those with proper clearances.