YOU WILL USE YOUR ORGANIZATIONAL SKILLS TO:

• 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.

YOU WILL USE YOUR TECHNICAL SKILLS TO:

• 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

YOU WILL USE YOUR CUSTOMER SERVICE SKILLS TO:

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

YOU WILL USE YOUR COLLABORATIVE SKILLS TO:

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

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:

• 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.