IT Support Specialist II

Job Description

Job Description

Description:

About ISG Technology

At ISG Technology, we're unlocking possibilities for our clients by providing IT services that help drive business growth. We're freeing them from the burdens of day-to-day IT maintenance, securing their networks, protecting their data and helping them design, implement and manage their IT infrastructure. And we've been doing it for over four decades.

Join in on the Success

As part of the Twin Valley Family of Companies and a fourth-generation family business, ISG Technology has grown and evolved into a recognized leader in the Midwest by aligning our success with the long-term success of our clients. We are consistently recognized in CRN’s Top Managed IT Service Providers in the nation, most recently as part of the Security 100 for excellence in managed security offerings.

But all those accolades take second stage to our Customer Satisfaction Scores (CSAT), which have consistently been 97% while our Net Promoter Score is 77, compared to the industry average of 47. If you're the type that takes pride in providing world-class support, you may have what it takes!

Job Summary: The IT Support Specialist II is the first line of troubleshooting issues within client environments. This role ensures the client is notified of issues in a timely manner, analyzes problems, performs troubleshooting, and tracks problems through to resolution while providing an exceptional customer experience that exceeds our competitors. This role requires a comfort level of communicating professionally across different levels of both internal and client organizations.

What you bring to the position:

• You embody and align with our core values and appreciate the strength and stability that comes from working with a values-based company. You appreciate the power and efficiency of consistency in the “ways” we operate.
• You embrace change and have the resilience required to continually improve yourself. You can think creatively and can adapt to evolving situations.
• You understand the need to collaborate with your team members and other departments and that synergy comes from everyone rowing in the same direction.
• You have a strong desire to provide customers with optimum technology solutions and exemplary customer service, and you achieve your goals that you mutually set with your supervisor.
• You are a self-starter who is prepared to develop and execute your plan and deliver on quarterly goals on a consistent basis.
• You take what you do seriously, but you do not take yourself seriously and you know how to have fun in a professional environment. You are humbly confident and use your knowledge to build confidence without being a “know-it-all.”

You successfully fulfill the following essential duties and responsibilities:

You will use your ORGANIZATIONAL SKILLS to:

• Multi-task various user issues effectively and efficiently, while documenting troubleshooting and triage steps so other team members can follow if required.
• Troubleshoot, analyze, and investigate to resolve recurring issues and complex problems. Documents findings and develops the procedures to prevent future issues. 
• Manage and prioritize complex, changing workloads in a challenging technical environment. 
• Complete ConnectWise data entry in an accurate and timely manner. 
• Meet ISG standards of utilization. 

You will use your TECHNICAL SKILLS to:

• Respond to and troubleshoot unique customer issues.
• Manage tickets based on priority and SLA.
• Acquire and maintain certain technical certifications as assigned and required by ISG including, but not limited to, the manufacturers listed below:
• Auvik
• Cisco
• Citrix
• Fortinet
• HP
• Microsoft
• RMM
• Veeam 
• VMWare

You will use your CUSTOMER SERVICE SKILLS to:

• Communication with customers about existing tickets and inform them of the plan to address them.
• Deal with end users / management during times of pressure.

You will use your COLLABORATIVE SKILLS to:

• Support the Company by completing all other job duties assigned.

As a successful employee, you will demonstrate the following professional skills as you carry out your position:

Oral Communications – Speak clearly and persuasively in positive and negative situations; respond well to questions; demonstrate group presentation skills and participate in meetings.

Written Communications – Write clearly and informatively, edit work for spelling and grammar; present numerical and statistical data effectively and read and interpret written information.

Customer Service – Respond promptly and courteously to customers’ requests for service and assistance; manage difficult or emotional customer situations.

Ethics – Treat people with respect; keep commitments; inspire the trust of others; work with integrity and ethically; upholds company values.

Organizational Support – Follow company policies and procedures and complete other duties as assigned.

Judgment – Include appropriate people in decision-making process.

Interpersonal Skills – Maintain confidentiality; keep emotions under control; listen well.

Strategic Thinking – Develop strategies to achieve organizational goals; analyze market and competition; identifies external threats and opportunities and adapts strategy to changing conditions.

Planning and organization – Prioritize and plan work activities; use time efficiently; plan for additional resources; set goals and objectives; organize or schedule other people and their tasks.

Professionalism – Approach others in a tactful manner; react well under pressure; treat others with respect and consideration regardless of their status or position; accept responsibility for own actions; follow through on commitments.

Adaptability – Adapt to changes in the work environment; manage competing demands; deal with frequent change, delays, or unexpected events.

Detail & Task Oriented – Manage and follow through on multiple tasks, items, and communications in a timely manner.

Requirements:

You will meet the following educational, licensing, certification, and work experience requirements:

• High School Diploma or GED required. 
• A minimum of 3-5 Years of similar or related experience.
• Working knowledge of networking. 
• Working knowledge of systems administration. 
• Demonstrated ability to analyze complex situations and utilize troubleshooting skills, systems and tools, and creative problem-solving abilities under pressure.
• Demonstrated attention to detail with excellent organization and time management skills.
• Hold and maintain a valid driver’s license; driving record must meet the criteria of ISG’s insurance carrier for acceptance of coverage.

You will follow the ISG Technology Core Values:

1. Humor & Fun - We enjoy spending time with each other, collaborating and sharing what makes us unique.
2. Lead by Example - Always taking initiative, acting responsibly and demanding excellence from ourselves.
3. Resilience - Change is inevitable. We embrace it. And we use it to drive creativity and innovation.
4. “Team First” Initiative - Proactively helping one another, taking individual accountability for the success of the whole team.
5. Continuous Improvement - Daily improvement matters. Bold ideas move us forward.

You are able to work in the following environmental and working conditions:

• Prolonged periods of sitting at a desk and working on a computer and phone.
• Work in a general office environment.
• Travel to client and prospect locations with varying conditions.
• You have mental stability and emotional intelligence that enables you to meet all the requirements and qualifications of the position with or without a reasonable accommodation.