IT Support Specialist III

ISG Technology•Wichita, KS

1d•Hybrid

About The Position

This role is important because it monitors the first line of notification of issues within client environments; provides clients with proactive services to prevent bigger issues by automating maintenance and patching. Creates and implements new automation services as issues arise and technology changes. Ensures the client is notified of issues in a timely manner. Responsible for the functionality of software in the monitoring and triaging of alerts received from internal and external Clients. The role requires a comfort level of communicating professionally across different levels of both internal and client organizations. Serves as the escalation point for ITSS I/II level technicians.

Requirements

High School Diploma or GED Required.
A minimum of 5-7 Years 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.

Nice To Haves

Bachelor’s Degree in related field preferred.

Responsibilities

Multi-task various user issue’s effectively and efficiently, while documenting troubleshooting and triage steps so other team members can follow if required.
Perform queue management for user tasks, alarms, alert tasks, incidents and troubleshoot and / or triage as necessary.
Troubleshoot, analyze and investigate to resolve recurring issues and complex problems.
Documents findings and develops the procedures to prevent future issues.
Work with key stakeholders to address gaps in licensing, software, and hardware when identified.
Support the company by completing other duties as assigned.
Respond to software-generated alerts and troubleshoot recurring issues.
Create and manage reports and scripting for clients using the RMM tools.
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
Communicate with customers about existing tickets and inform them of the plan to address them.
Deal with end users / management during times of pressure.
Inform customers about ISG service offerings that may help them in monitoring their environment.
Participate in an after-hours call rotation to support our customers.
Speak clearly and persuasively in positive and negative situations; respond well to questions; demonstrate group presentation skills and participate in meetings.
Write clearly and informatively, edit work for spelling and grammar; present numerical and statistical data effectively and read and interpret written information.
Respond promptly and courteously to customers’ requests for service and assistance; manage difficult or emotional customer situations.
Treat people with respect; keep commitments; inspire the trust of others; work with integrity and ethically; upholds company values.
Follow company policies and procedures and complete other duties as assigned.
Include appropriate people in decision-making process.
Maintain confidentiality; keep emotions under control; listen well.
Develop strategies to achieve organizational goals; analyze market and competition; identifies external threats and opportunities and adapts strategy to changing conditions.
Prioritize and plan work activities; use time efficiently; plan for additional resources; set goals and objectives; organize or schedule other people and their tasks.
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.
Adapt to changes in the work environment; manage competing demands; deal with frequent change, delays, or unexpected events.
Manage and follow through on multiple tasks, items and communications in a timely manner.