IT Support​/Deskside support

American Technology Services (ATS) started in 1994 with the same mission as today,
providing high-quality managed IT services, network support, and cybersecurity services to firms where quality matters most – the organizations that rely heavily on information technology and high levels of services. Over the years, ATS has built client trust that has lasted for years and years. As time goes forward, our consultative approach resonates well, and our “corporate knowledge” about our clients’ IT operations helps our clients perform at a higher level.

• We are seeking a proactive and detail-oriented IT Support Specialist to deliver responsive and hands‑on technical support to our staff, both on‑site and remotely. This position involves troubleshooting hardware, software, and network issues, supporting our Microsoft 365 tenant and applications, tracking and maintaining IT assets, and ensuring users are equipped with the tools they need to work efficiently and securely. The ideal candidate should have experience in a Microsoft‑centric environment and have previously worked in a dynamic and fast‑paced setting such as a Managed Services Provider (MSP).

• Provide Tier 1 and Tier 2 technical support to end‑users both on‑site and remotely.
• Troubleshoot and resolve issues related to:
• Laptops, docking stations, monitors, printers, headsets, and peripheral devices.
• Microsoft 365 applications such as Outlook, Teams, Word, Excel, One Drive, and SharePoint and other mission‑critical business applications.
• Basic end‑user connectivity including wired/wireless network access, remote‑access VPN connections, and common network devices.
• Set up workstations including laptop configuration, user profile setup, and peripheral installation.
• Ensure neat and professional cable management and device placement when deploying or relocating workstations.
• Maintain accurate IT documentation and inventory of hardware, software, and licenses.
• Monitor support trends and recurring issues; expand persistent problems and suggest improvements.
• Reset passwords, unlock accounts, assist with MFA setup and configuration.
• Provide clear, patient, and user‑friendly support to non‑technical staff.
• Provide basic support for troubleshooting and monitoring of network switches, access points, cameras.
• Research and resolve unfamiliar issues using vendor resources, knowledge bases, and online forums.
• Coordinate with third‑party vendors or elevate to senior IT staff as needed.

• Minimum of 3 years of relevant IT support experience in a fast‑paced client support environment, such as a Managed Services Provider (MSP).
• Strong knowledge of MS Windows 11 OS with hands‑on experience supporting end‑user devices.
• Familiarity with Android and Apple iOS mobile devices and related troubleshooting.
• Basic knowledge of MS Windows Server and its core roles and features: ADDS, ADUC, DNS and DHCP Server, File and Storage Services, and Print Services.
• Understanding of network technologies and protocols: WAN, LAN, IP addressing, DHCP, DNS, NAT, and VLANs.
• Basic troubleshooting and support experience with network devices like switches, access points, and security cameras.
• Solid experience with the Microsoft 365 Admin Center, including:
• User, shared, and resource mailbox administration
• Handling of license assignments and renewals
• Creating and maintaining security and distribution groups
• Health dashboard for service status and incident tracking
• Experience supporting remote users using RMM tools such as Kaseya and Ninja One.

• Strong interpersonal and communication skills; able to work with users of varying technical comfort levels.
• Patience, professionalism, and a strong customer‑service mindset.
• Ability to explain complex technical concepts in a clear, approachable manner.
• Strong analytical and troubleshooting skills with a methodical approach to problem‑solving.
• Ability to independently research and resolve unfamiliar problems using vendor documentation, forums, and support portals.
• Demonstrated ability to prioritize and elevate appropriately when needed.

• Bachelor’s degree in computer science, Information Systems, Electronics, or related field.
• Industry certifications such as CompTIA A+, Network+, Cisco CCNA, and Microsoft AZ‑900 are highly desirable.