General Summary

The hybrid Dispatcher/Associate Technician role is responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests.

Perform service request intake from clients; assign, schedule, and dispatch service engineers for remote or onsite service according to urgency, and contractual service level agreement (SLA). Strong client relations are a must as well as the ability to move in an ever-changing environment.

This position would also assist with basic technical issues such as account lock outs, checking backups, modifying distribution lists, creating new user accounts, and any other basic service desk function.

Overview

Department: Service and Support

Reports to: Service Manager

Location: Remote (USA)

Headquarters: Carmichael, CA

Hours: 7AM PT – 4PM PT, Monday – Friday

Job Type: Full-Time

Position Responsibilities

• Act as the single point of contact to the client for all types of service requests
• Coordination of all IT support groups to ensure maximum utilization of billable resources
• Pre-process service requests as they arrive through email, manual entry, or direct client input
• Schedule internal and field technical resources on the Dispatch Portal
• Monitor resource schedules to ensure prompt time entry on service requests
• Communication with clients as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Improve client service, perception, and satisfaction
• Fast turnaround of client requests
• Ensures high utilization time for engineers
• Ability to work in a team and communicate effectively
• Improve usage and increase the productivity of IT support resources
• Work with other teammates in order to assure tickets are completed and entered in a timely manner
• Escalate service requests that cannot be scheduled within agreed service levels
• Report the utilization of IT Support resources and successful completion of service requests to the Service Manager
• Watching all tickets and monitoring progression and movement while able to prompt for further movement as needed
• Understand processes and follow the documentation as required
• Enter all work as service tickets in the ticket system
• Escalate service requests that cannot be scheduled within agreed service levels
• Responsible for entering time and expenses as it occurs
• Provide basic support via phones and tickets (Defined as small or easy-to-manage issues)
• Collect all necessary information and document it before escalation
• Solving username and password issues, menu navigation, verification of hardware and software, installation issues and setup.
• Working with most common software (Microsoft Office 365 email, resetting Active Directory Passwords, extending account expirations)
• Creating a positive client experience
• Checking and verifying backups
• Creation of requests (tickets) to get documentation created where lacking

Knowledge, Skills, and Abilities

• Experience required with Windows desktop OS
• Understanding of TCP/IP and troubleshooting Internet/VPN connectivity
• Understanding of relationship between switches, hubs, patch panels and connecting nodes to a network
• Working Knowledge of Wireless Technologies
• Working knowledge of Microsoft Office Applications
• Ability to quickly research issues and determine the correct solution
• Ability to ask for help
• Data backup and transfer
• Ability to bring calm to a situation
• Basic computer and operating system knowledge
• Interpersonal skills: such as telephony skills, communication skills (verbal and written), active listening, and client-care
• Ability to work on multiple priorities and/or projects simultaneously
• Technical awareness: the ability to match resources to technical issues appropriately
• Service awareness of all organization’s key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Typing skills to ensure quick and accurate entry of service request details
• Able to provide detailed information based on calls and communication
• Patience able to deal with frustrated clients respectfully and politely
• Self-motivated with the ability to work in a fast-moving environment
• Ability to work in a team and communicate effectively
• Strong client relationship skills
• The ability to understand time constraints and scheduling out other people’s days
• Ability to remain in contact with the client through the completion of the incident
• Basic problem-solving abilities and can meet reasonable deadlines
• Organized, detail-oriented, and self-motivated

Qualifications

• Previous use of Service Desk Ticketing Software
• Previous experience in a technology support role
• Minimum of 1-4 years of Dispatch, Customer Service, or administrative positions
• Proficient in Microsoft Office Suite (Outlook, Word, Excel, and PowerPoint)
• Understanding of support tools, techniques, and how technology is used to promote business uptime

Workplace Designations

Due to the nature of this position, this is a remote role that requires a quiet environment for taking calls and working. This also requires a stable and high-speed internet connection.

Promotion & Raises

• Strong positive client & engineer feedback
• Ensuring high utilization of engineering team’s time
• Improve customer service, perception, and satisfaction
• Quickly respond to customer requests
• Improve usage and increase productivity of IT support resources
• Report the utilization of IT Support resources and successful completion of service requests to the Service Desk Manager
• Ensure detailed service tickets are maintained for each service request
• Success in the Dispatcher/Service Coordinator position will be based on your ability to meet or exceed our client’s expectations in ensuring their incidents are completed to their satisfaction
• This position will be graded on the thoroughness of the information they obtain from the client, feedback from the technical support team and the satisfaction of our clients

Job Type: Full-time

Pay: $14.00 - $22.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Vision insurance

Schedule:

• Day shift

Application Question(s):

• This role is for an IT Technician / Service Coordinator, have you had previous experience in either of these roles?

Experience:

• Customer service: 1 year (Preferred)
• Phone etiquette: 1 year (Preferred)
• Schedule management: 1 year (Required)
• Technical support: 1 year (Required)

Language:

• English (Required)

Shift availability:

• Day Shift (Required)

Work Location: Remote

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