IT Support Specialist II

About ISG Technology

At ISG Technology, we unlock possibilities for our clients by providing IT services that help drive business growth. We free them from the burdens of day‑to‑day IT maintenance, secure their networks, protect their data, and help them design, implement and manage their IT infrastructure. We have been doing this for over four decades.

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 and have recently been named part of the Security 100 for excellence in managed security offerings. Our customer satisfaction scores (CSAT) are 97 % and our net promoter score is 77, far above the industry average of 47.

As part of the Twin Valley Family of Companies and a fourth‑generation family business, ISG Technology has evolved to a leading managed‑services partner. We value professionalism, creativity, collaboration, and a commitment to excellence.

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.

• You embody and align with our core values and appreciate the strength and stability that comes from working with a values‑based company.
• You embrace change and have the resilience required to continually improve yourself.
• You understand the need to collaborate with your team members and other departments.
• You have a strong desire to provide customers with optimum technology solutions and exemplary customer service.
• You are a self‑starter who is prepared to develop and execute your plan and deliver on quarterly goals.
• You take what you do seriously, but you do not take yourself seriously and you know how to have fun in a professional environment.

Organizational

Skills:

• Multi‑task various user issues effectively and efficiently, documenting troubleshooting and triage steps.
• Troubleshoot, analyze, and investigate to resolve recurring issues and complex problems. Document findings and develop procedures to prevent future issues.
• Manage and prioritize complex, changing workloads in a challenging technical environment.
• Complete Connect Wise data entry accurately and promptly.
• Meet ISG standards of utilization.

Technical

Skills:

• Respond to and troubleshoot unique customer issues.
• Manage tickets based on priority and SLA.
• Acquire and maintain technical certifications as required by ISG, including:
• Auvik
• Cisco
• Citrix
• Fortinet
• HP
• Microsoft
• RMM
• Veeam
• VMware

Customer Service

Skills:

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

Collaborative

Skills:

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

Oral Communications – Speak clearly and persuasively, respond well to questions, and participate in meetings.

Written Communications – Write clearly and informatively, edit for spelling and grammar, and present data effectively.

Customer Service – Respond promptly and courteously to customer requests, and manage difficult or emotional situations.

Ethics – Treat people with respect, keep commitments, inspire trust, and act with integrity.

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

Judgment – Include appropriate people in decision‑making.

Interpersonal Skills – Maintain confidentiality, control emotions, and listen well.

Strategic Thinking – Develop strategies to achieve goals, analyze market and competition, and adapt to change.

Planning and Organization – Prioritize work activities, use time efficiently, and plan for resources.

Professionalism – Approach others tactfully, react under pressure, and accept responsibility for own actions.

Adaptability – Manage competing demands and adapt to frequent change.

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