Rocky Hill
Job Code
Job ID
Employment Status
8:00-5:00 PM
Travel Involved

IT Help Desk Support



The IT Helpdesk position is engaged in the day to day operations of the IT Helpdesk at our Rocky HIll site and will have the responsibility to initiate/respond, prioritize, diagnose, remediate or obtain ownership of incidents that occur during their shifts.


Major Duties and Responsibilities:


  • Respond to inquiries from staff and management to help them resolve any hardware or software problems.
  • Maintain appropriate records of all logged issues to ITIL standards.
  • Support users in the use of IT equipment by providing appropriate coaching/training and advice.
  • Have input to recommending suitable software/hardware where these may improve user performance.
  • Assist in the upkeep of the site to accredited IT security standards
  • Ensure at all times that every Production seat is operational.
  • The list of responsibilities may not be all-inclusive and can be expanded to include other duties or responsibilities, as needed.




  • Strong working knowledge of Microsoft server 2003 and 2008, Microsoft Active Directory, and Microsoft Exchange systems.
  • Experience of Patch management, Imaging & Backup solutions.
  • Experience working in a helpdesk environment.
  • Experience installing and supporting server side applications such as Microsoft SQL Server, Microsoft Lync, and Microsoft SharePoint.
  • Understanding of wide area networks and network VLANs.
  • Proficient in the use of all Microsoft Office applications.
  • Proven skills in troubleshooting and resolving problems with a large-scale IT distributed system


  • Desired
  • Experience configuring and administering Cisco UCCE, Cisco Call Manager, Cisco Switches and Routers.
  • Experience of working in a high energy contact center environment.
  • Working knowledge of IT security best practices.



Supervisory Responsibility:


  • None


Education/Experience and/or Training:


  • Associate’s degree in Computer Science, equivalent experience may substitute.
  • 3+ years’ experience supporting customer solutions in a technical customer service environment, with experience in emerging technologies.
  • Professional Level Certifications, considered a plus. Microsoft, Cisco etc.

ISGN is an Equal Employment Opportunity/Affirmative Action Employer and maintains a Drug-Free Workplace.

All candidates who have received a written offer of employment will be required to undergo a company paid drug test. Failure to submit to this test and/or to successfully test negative will result in withdrawal of the applicant's job offer.

ISGN participates in E-Verify and we will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee’s I-9 to confirm work authorization.

It is the policy of this Company to seek and employ qualified individuals at all locations and facilities, and to provide equal employment opportunities for all applicants and employees in recruiting, hiring, placement, training, compensation, insurance, benefits, promotion, transfer, and termination. To achieve this, we are dedicated to taking affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, and other eligible veterans