IT Support Specialist

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.

• 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 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 Connect Wise 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.

• 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;…