Technician, Site Services

Job Overview

As a Site Services Technician, you will provide hands-on, white-glove support for a single firm, assisting senior leadership, C-level executives, and staff at their Chicago office. You will troubleshoot workstations, software, and collaboration tools, proactively manage technology, and collaborate with internal teams to ensure smooth, uninterrupted operations so the client can focus on their business priorities. As the face of our organization for your primary client, you will spend your time responding to client issues, collaborating internally and externally to resolve issues, and providing exceptional white glove service to our clients. Your role will be pivotal in ensuring our clients' operations run smoothly, allowing them to focus on their core business objectives and succeed in their endeavors.

Duties and Responsibilities (including, but not limited to the following):

• Provide best in class technical support to your dedicated client via on-site placement within their Chicago office, resolving assigned tickets
• Answer inbound phone, email, chat, and remote support requests and triage issues to the appropriate department or technician for timely resolution when not assigned to an onsite visit
• Support all workstations, printers and peripherals for client
• Communicate with client and colleagues early and often
• Record all work via time entries in our ticketing system (ServiceNow) in a timely manner
• Actively manage all tickets in your queue by ensuring all notes and statuses are up to date
• Troubleshoot client issues and document all steps up to resolution in ticketing system
• Self-manage distributed workload and actively address on-going tickets
• Home visits to set-up or troubleshoot client equipment when necessary
• Provide analysis and input in a team environment
• Must be able to multi-task client issues when applicable
• Document technical issues and take ownership of escalating issues to the appropriate resource
• Basic network troubleshooting, including collaboration with Network Services to replace network hardware and troubleshoot common network issues.
• Must meet the minimum standard for personal key performance indicators and contribute to the overall success of team mandated goals
• Must be flexible regarding duties and hours of work
• Ability to lift over 50lbs. of equipment

Skills:

• Fundamental knowledge of client/server, Active Directory and Operating system technologies to identify and correct issues in client computer systems
• Duo Security and other two factor authentication applications
• Microsoft Exchange Online Administration
• Familiarity with Microsoft Entra ID
• Familiarity with Office 365 admin portal
• Citrix XenApp
• Publish/Manage Citrix applications
• Removing hung sessions
• Familiarity with Citrix director and Citrix studio a plus
• Mobile device management technologies (Intune and Xen Mobile)
• Understanding of networking concepts
• VMware vSphere
• Virtual server administration: 
• Disk remediation, Increasing resources, RAM CPU Managing and viewing, GPO’s Troubleshooting server performance, Configuring and managing server roles, Install, configure & manage print queues, and Troubleshoot DNS, DHCP and TCP/IP issues
• Ability to manage/troubleshoot hardware (video cards, USB & peripheral devices and drivers)
• Ability to troubleshoot Microsoft Intune and other MDM technologies

Attributes that will drive success:

• Self-motivated, detail-oriented and organized
• Excellent communication (oral and written), collaboration, organizational, and presentation skills
• Ability to work independently and efficiently to meet deadlines
• Ability to assess and prioritize work in a fast-paced environment
• Ability to manage resources both laterally & vertically

Qualifications:

• HS diploma required
• Bachelor's degree a preferred
• Technical certifications and training a plus
• 3-5 years minimum experience in a relevant field
• GREAT ATTITUDE, team player, always willing to pitch in and take on new tasks
• Proactive/flexible nature - if you see something that can be improved, suggest it

The Benefits of Working for Abacus:

• Competitive compensation
• Robust benefits package: medical, dental, vision, disability, life insurance, 401k, and PTO
• Exposure to diverse array of technologies
• Part of a team of experienced technicians that aim to deliver exceptional service
• Opportunities to further technical education through certification programs
• Positive, friendly, supportive office environment
• Workplace perks such as healthy snacks, wellness programs, and fun events

Salary:

80-90k