Technical Support
Location: Fargo, ND
Compensation: $40,000 – $55,000
Type: Full Time
Shift: 8-hour day shift M-F
Advanced Business Methods is a customer service focused company that has been in business for over 50 years with current locations in West Fargo, Grand Forks, Bismarck, Minot, Dickinson, Williston, Jamestown, and Brainerd/Aitkin. At ABM, we are in the business of helping businesses become more efficient through the implementation of state-of-the-art document production devices and several managed solutions that help enhance specific areas of a business, including managed print services and document management. We are proud to be a 100% employee-owned business!
Position Summary
We are seeking a highly motivated Technical Support Specialist to act as the central hub for handling technology-related service requests and support issues across the company and for our clients. Your primary responsibilities will include providing client support through phone calls, email responses, and ticket resolution, ensuring effective troubleshooting for various technical problems.
Key Responsibilities
- Serve as the primary interface for customers’ technology needs, providing Level 1 technical assistance in resolving IT-related problems, including hardware, software, system compatibility conflicts, malfunctions, applications, connectivity, network, and security issues.
- Collaborate with the Service Coordinator on the status of current ticket loads and manage scheduled ticket appointments.
- Deliver solutions to enhance the quality of service, ensuring customer satisfaction and adherence to service level agreements.
- Log customer information and follow requests through to completion, including communication and troubleshooting to resolve and fulfill customer requests.
- Maintain accurate documentation within our ConnectWise ticketing system.
- Create and update knowledge base documentation with step-by-step instructions for common issues.
- Build sustainable relationships with customers, coworkers, and stakeholders through open lines of interactive communication.
- Coordinate and perform hands-on solutions at the desktop and server support levels.
- Set client expectations when opening and assigning service tickets, ensuring all requests are executed on time and in accordance with service level agreements.
- Stay current with core hardware/software standards as well as new technologies and applications to provide accurate technical solutions to customers.
- Participate in rotational “on-call” support to address urgent issues outside regular business hours.
- Demonstrate behaviors aligned with the organization’s desired culture and values, contributing positively to the team environment.
- Achieve and maintain Help/Service Desk performance metrics, striving for continuous improvement.
- Perform additional tasks and duties as assigned to support the team and organization.
Qualifications
- Associate degree in Computer Science or Information Technology (Required).
- Prior work experience in network administration, help desk, or similar role.
- Experience with Active Directory and domain account management.
- Familiarity with firewalls, routers, and DNS.
- Knowledge of remote device security tools, such as ConnectWise Automate.
- Experience with desktop hardware/software, third-party applications, and home office configurations.
- Proven ability to troubleshoot, diagnose, and resolve complex PC and network problems.
- Strong customer service skills, with the ability to work accurately and efficiently.
- Team player with a strong work ethic, operating with a sense of urgency.
- Excellent written and verbal communication skills.
- High initiative and ability to work well under pressure.
We provide
- Comprehensive Training with experienced professionals.
- Top-Notch Products renowned in the industry.
- Extensive Support to help you achieve your long-term goals.
- Competitive Compensation and benefits package.
Benefits
- Health, Dental, and Vision Insurance
- Short-Term Disability, AD&D, and Life Insurance
- 401k with Employer Match
- Health Savings Account, Flexible Spending Account, Limited Flexible Spending Account, and Dependent Care Account
- Employee Assistance Program
- Employee Stock Ownership (ESOP)
- Aflac Supplemental Benefits
- Paid Time Off
- Parental Leave
Our Mission: We grow our business by providing excellent products, superior services and support in an ethical manner thereby improving the lives of our employees and customers, resulting in a positive impact on the communities we service.
Ready to Apply?
If you are competitive, performance-driven, and financially motivated, apply now by filling out the form below.