ISCorp Job Description
Job Title:
Associate Support Specialist - 3rd Shift/ overnight
Department / Reports To:
Support| Reports to: Deana Taylor
Job Summary
The Associate Support Specialist provides front-line technical support to ISCorp’s internal users and external clients, ensuring a high level of service and responsiveness. This position is responsible for troubleshooting, help desk support, and escalating issues when appropriate to maintain system uptime and client satisfaction. The role requires strong communication, organization, and problem-solving skills with a customer-first mindset.
Key Responsibilities
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Serve as the first point of contact for all incoming support inquiries via phone, email, or chat.
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Manage and prioritize help desk tickets in accordance with established service level agreements.
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Troubleshoot user issues related to systems access, software functionality, and network connectivity.
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Escalate complex issues to senior team members or specialized support teams as necessary.
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Document support interactions and resolutions in the ticketing system.
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Assist in writing, editing, and maintaining user guides and training materials.
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Contribute to knowledge base articles to support internal and client use.
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Maintain a strong focus on timely, accurate, and courteous service delivery.
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Participate in team meetings and contribute to continuous improvement initiatives.
Required Qualifications
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Associate degree in Information Technology, Computer Science, or related field; or equivalent experience.
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1–2 years of experience in a help desk or technical support environment.
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Familiarity with:
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Windows and Mac operating systems
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Active Directory and Group Policy fundamentals
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Help desk ticketing systems
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Strong analytical and troubleshooting skills.
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Excellent verbal and written communication skills.
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Ability to manage multiple requests while maintaining attention to detail.
Preferred Qualifications
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Experience with remote support tools and service desk software.
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Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
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Exposure to virtualization or cloud environments.
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Previous customer service experience in a technical environment.
Key Skills & Attributes
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Customer-focused and approachable demeanor.
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Strong problem-solving and critical-thinking abilities.
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Effective communication across technical and non-technical users.
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Ability to remain calm and professional under pressure.
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Team-oriented and eager to learn new technologies.
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Organized and self-motivated, with a commitment to follow through.
Work Environment & Benefits
ISCorp offers a competitive salary and a full benefits package, including health, dental, 401(k), and profit sharing. Our Mequon headquarters provides a collaborative office environment with minimal travel requirements and an in-house fitness facility available to employees.
About ISCorp
With headquarters in Mequon, Wisconsin, ISCorp serves customers around the world. We deliver secure, private cloud solutions that support critical applications and data processing for a wide range of industries. Our focus is on exceeding customer expectations through technical excellence, innovation, and outstanding service.
