IT Support Specialist III

Job Description

Job Description

Description : About ISG Technology

At ISG Technology, we're unlocking possibilities for our clients by providing IT services that help drive business growth. We're 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 we've been doing it for over four decades.

Join in on the Success

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 CRN’s 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 second 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 you're the type that takes pride in providing world-class support, you may have what it takes!

Key Accountabilities :

• Network / System Monitoring & Support
• SD Escalation Support
• Client Ticket Management / SLA Adherence
• IMAC and B / F Support
• Update ITGlue / Tooling

Job Summary : 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.

What you bring to the position :

You successfully fulfill the following essential duties and responsibilities :

You will use your COLLABORATIVE SKILLS to :

You will use your TECHNICAL SKILLS to :

You will use your CUSTOMER SERVICE SKILLS to :

As a successful employee, you will demonstrate the following professional skills as you carry out your position :

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; set goals and objectives; organize or schedule other people and their tasks.

Professionalism – 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.

Adaptability – Adapt to changes in the work environment; manage competing demands; deal with frequent change, delays, or unexpected events.

Detail & Task Oriented – Manage and follow through on multiple tasks, items and communications in a timely manner.

Requirements :

You will meet the following educational, licensing, certification, and work experience requirements :

You will follow the ISG Technology Core Values :

Humor & Fun

Resilience

Lead by Example

Continuous Improvement

“Team First” Initiative

You are able to work in the following environmental and working conditions :