IT Support Specialist I

ISG Technology•Wichita, KS

4d•Hybrid

About The Position

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.

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

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, but not limited to, the manufacturers listed below: Auvik, Cisco, Citrix, Fortinet, HP, Microsoft, RMM, Veeam, VMWare
Communication 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.