IT Support Specialist I

Job Summary IT Support Specialist I 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. Responsibilities 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. 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: Auvik Cisco Citrix Fortinet HP Microsoft RMM Veeam VMWare Communicate with customers about existing tickets and inform them of the plan to address them. Deal with end users / management during times of pressure. Support the company by completing all other job duties assigned. Professional Skills 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; identify external threats and opportunities and adapt 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 High School Diploma or GED required. A minimum of 1–3 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. Environmental 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. #J-18808-Ljbffr ISG Technology LLC