Technical Support Specialist or Senior Technical Support Specialist

DEPARTMENT:  Information Systems

LOCATION: Fargo Office – Hybrid work environment. Candidate must be willing to work at least two to three days in the office each week.

POSITION OBJECTIVE: Serve employees by providing prompt responses and effectively troubleshoot a diverse array of technical issues. Utilize a combination of technical expertise and customer service skills to significantly contribute to the enhancement of our support processes. This role involves actively identifying trends in customer inquiries and technical challenges, while adapting strategies to keep pace with evolving technologies and changing client needs.

Note: We are open to applications from candidates from entry level (Technical Support Specialist) and more experienced candidates (Senior Technical Support Specialist). This summary describes the responsibilities of the more senior position.

REPORTS TO:  CISO Systems/Security Supervisor

DUTIES and RESPONSIBILITIES: 

1. Technical Expertise and Systems Administration
   • Conduct administration, configuration, and testing related to patch management for both Windows Client and non-Windows endpoints.
   • Install, configure, and maintain endpoints to ensure optimal performance and reliability.
2. Support and Troubleshooting
   • Provide timely support to users, troubleshooting software and hardware issues within a hybrid environment.
   • Remotely troubleshoot personal computers and peripheral equipment.
   • Perform root cause analysis for service interruptions, implementing solutions to prevent recurring problems.
3. Team Coordination and Training
   • Act as a lead in the Technical Support area, coordinating efforts among team members using helpdesk software.
   • Cross-train staff and promote a collaborative culture within the team.
4. Documentation and Asset Management
   • Maintain detailed documentation of systems, procedures, and flow charts.
   • Log and track problems and resolutions using helpdesk tickets.
   • Maintain an accurate inventory of assets using asset management software.
5. Strategic Contributions and Project Involvement
   • Offer insights on hardware and software upgrades for optimal performance.
   • Assist in the development of new systems and networks.
   • Support the CISO-Systems/Security Supervisor with special projects as required.
6. Operational Excellence
   • Maintain a regular and predictable work schedule.
   • Perform other duties as assigned. 

RELATIONSHIPS: Collaborate closely with fellow team members in the Information Systems Department. Engage with AFBIS customers, vendors, and internal staff, representing AFBIS, Inc. professionally and courteously. 

EDUCATION OR TRAINING REQUIRED:  Associate’s Degree in IT or a related field or equivalent college credits or equivalent experience.

REQUIRED EXPERIENCE AND SKILLS:

1. Knowledge of Microsoft 365 Admin Centers, including Azure, Entra, SharePoint, and Teams.
2. Knowledge of networking software, hardware, and protocols.
3. Ability to work independently, achieving goals and objectives with minimal supervision. 

PREFERRED EXPERIENCE AND SKILLS:

1. Two years of experience in a technical support position.
2. Knowledge of vulnerability management and software patching strategies to effectively mitigate known common vulnerabilities and exposures.
3. Experience with Intune, SCCM, Ivanti, Co-management, and Windows Autopilot.
4. Desire and capacity to acquire new knowledge, develop new skills, and adapt to innovative technologies.
5. Strong attention to detail, analytical skills, problem solving, and excellent customer service orientation.
6. Apple macOS support and troubleshooting.
7. Apple iOS and Android device support; setup and configuration. 

ESSENTIAL FUNCTIONS AND PHYSICAL DEMANDS: 

1. Position requires sitting at a computer workstation for extended periods and using a keyboard and mouse.
2. Minimal travel may be required to aid projects as needed.
3. This position requires you to work in the Fargo office working two to three days per week.