ISG Technology LLC is hiring: IT Support Specialist II in Wichita

Overview

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. We’ve been doing it for over four decades.

Join in on the Success as part of the Twin Valley Family of Companies. ISG Technology has grown into a recognized leader in the Midwest by aligning our success with the long-term success of our clients. We are recognized in CRN’s Top Managed IT Service Providers and are noted for excellence in managed security offerings. If you take pride in providing world-class support, you may have what it takes!

Job Summary

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. This role requires a comfort level communicating professionally across different levels of both internal and client organizations.

What You Bring To The Position

• 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 adapt to evolving situations.
• You understand the need to collaborate with your team members and other departments; 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 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.”

Essential Duties And Responsibilities

• Use your organizational skills to multi-task various user issues, document troubleshooting and triage steps so other team members can follow if required.
• 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 ConnectWise data entry accurately and in a timely manner.
• Meet ISG standards of utilization.

Technical Skills

• 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 following: 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/management during times of pressure.

Collaborative Skills

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

Professional Skills

• 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 for spelling and grammar; present numerical and statistical data effectively and read and interpret written information.
• Customer Service – Prompt and courteous responses; manage difficult or emotional customer situations.
• Ethics – Treat people with respect; keep commitments; inspire trust; work with integrity and ethically; uphold company values.
• Organizational Support – Follow company policies and complete other duties as assigned.
• Judgment – Include appropriate people in decision-making processes.
• Interpersonal Skills – Maintain confidentiality; listen well; manage emotions.
• Strategic Thinking – Develop strategies to achieve organizational goals; analyze market and competition; adapt to changing conditions.
• Planning and Organization – Prioritize work, manage time, set goals, and organize resources.
• Professionalism – Handle situations tactfully; work under pressure; treat others with respect and responsibility.
• Adaptability – Adapt to changes in the work environment and handle frequent change or delays.
• Detail & Task Orientation – Manage multiple tasks and communications in a timely manner.

Requirements

• High School Diploma or GED required.
• 3-5 years of similar or related experience.
• Working knowledge of networking.
• Working knowledge of systems administration.
• Ability to analyze complex situations and troubleshoot under pressure.
• Attention to detail with strong organization and time management.
• Hold and maintain a valid driver’s license; driving record must meet ISG’s insurance criteria.

ISG Technology Core Values

• Humor & Fun – We enjoy collaboration and celebrate our uniqueness.
• Lead by Example – Initiative, responsibility, and excellence.
• Resilience – Embrace change to drive creativity and innovation.
• Team First – Proactively help one another and take accountability for the team’s success.
• Continuous Improvement – Daily improvement matters; bold ideas move us forward.

Environment

• Prolonged periods of sitting at a desk and working on a computer and phone.
• Work in a general office environment.
• Travel to client and prospect locations with varying conditions.
• Ability to meet position requirements with or without reasonable accommodation.

Seniority level: Mid-Senior level

Employment type: Full-time

Job function: Information Technology