Abacus Group is seeking a Site Services Technician to provide dedicated IT support at a healthcare client site. The role involves a combination of onsite and remote support, ensuring smooth IT operations while maintaining high standards of customer service.
Responsibilities
- Primary onsite IT contact for clinicians and staff
- Deskside and walk-up support
- Hardware deployment and troubleshooting
- Basic network troubleshooting
- User onboarding/offboarding
- Maintain inventory and escalate issues
- Follow HIPAA and security standards
- Support tickets across pod clients
- Remote troubleshooting via phone/chat/tools
- Collaborate with Escalation/NOC teams
- Maintain SLA and documentation standards
- Deliver high-touch, in-person IT support to clinical and administrative staff while maintaining a strong customer experience in patient-facing environments
- Triage and prioritize incidents based on patient care impact, escalating appropriately within the pod structure
- Provide seamless transition between onsite support and act as a liaison between the client site and the centralized pod, ensuring clear communication, follow-ups, and expectation setting
- Maintain continuity of support by updating tickets thoroughly so any pod member can pick up work without disruption
- Identify recurring issues at the client site and collaborate with pod resources to drive long-term solutions
- Support and enforce standardization of tools, processes, and configurations across both onsite and pod environments
- Assist with endpoint lifecycle management, including imaging, deployment, refreshes, and decommissioning
- Participate in pod-based queue management during remote days, ensuring equitable workload distribution and SLA adherence
- Proactively check critical systems and shared workstations onsite to prevent disruptions before they impact users
- Adapt quickly between reactive onsite work and structured, ticket-driven remote support workflows
- Follow security best practices across both environments, including MFA, endpoint protection, and access controls
- Contribute to knowledge base updates and documentation to improve efficiency across the pod and client environment
Skills
- CompTIA A+ certification (or equivalent hands-on experience)
- 1–3 years of IT support experience (deskside, service desk, or MSP environment)
- Working knowledge of Windows 10/11 operating systems and basic troubleshooting
- Familiarity with Microsoft 365 applications (Outlook, Teams, OneDrive)
- Basic understanding of Active Directory (password resets, account unlocks, user management)
- Foundational networking knowledge (TCP/IP, DNS, DHCP, Wi-Fi connectivity)
- Experience with hardware support (PCs, laptops, printers, scanners, peripherals)
- Exposure to ticketing systems (e.g., ConnectWise, ServiceNow, Jira) and documentation practices
- Familiarity with remote support tools and basic troubleshooting over phone/chat
- Basic understanding of cybersecurity best practices (MFA, endpoint protection, phishing awareness)
Company Overview
- Abacus Group is a global IT and cybersecurity managed service provider offering a one-stop shop for financial services firms to manage all of their IT and security needs. It was founded in 2008, and is headquartered in New York, US, with a workforce of 501-1000 employees. Its website is http://www.abacusgroupllc.com.
Company H1B Sponsorship
- Abacus Group has a track record of offering H1B sponsorships, with 1 in 2020. Please note that this does not guarantee sponsorship for this specific role.