IT Support Specialist I

IT Support Specialist I Join to apply for the IT Support Specialist I role at ISG Technology LLC. About ISG Technology At ISG Technology, were unlocking possibilities for our clients by providing IT services that help drive business growth. Were 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 weve been doing it for over four decades. 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 CRNs 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 back?stage to our Customer Satisfaction Scores (CSAT), which have consistently been 97% while our Net Promoter Score is 70, compared to the industry average of 47. If youre the type that takes pride in providing world?class support, you may have what it takes Job Summary The 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. 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: 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. Document findings and develop 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, but not limited to, the manufacturers: Auvik, Cisco, C trix, 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. Demonstrate professional skills in oral communications, written communications, and customer service. Seniority level Entry level Employment type Full?time Job function Information Technology #J-18808-Ljbffr