Job Description

IT HELPDESK DISPATCH COORDINATOR -MUST HAVE EXPERIENCE WORKING IN IT HELPDESK ENVIRONMENT

FULL-TIME 40 HOURS PER WEEK- 8:00 AM - 5:00 PM- MUST HAVE EXPERIENCE WORKING IN IT HELPDESK ENVIRONMENT Our fast-growing technology company with multiple contracts throughout the United States is currently looking to expand our Helpdesk Support team.

RESPONSIBILITIES: This position regularly interfaces with Governmental Clients, Project Management and Technicians. This position will regularly provide updates and status to the not only the work being done on site, but also understand the customer’s goals and be able to communicate them. Candidate will also work to build a strong relationship with the customer directly.

TECHNICAL RESPONSIBILITIES:

• Monitor, update and maintain tickets in defined ticketing system.
• Respond to tickets, dispatch technicians and plan workload.
• Take ownership of the issue from end to end- from creation through the whole process and then through the resolution to ensure that issue is followed through with end user.
• Update tickets with the latest status.
• Escalate the ticket to the correct group if the incident cannot be resolved.
• Sign-off closed tickets with the user to include follow up specifically to the end user.
• Close tickets that have been resolved.
• Identify Interrupts and escalate as needed, monitor where possible and resolve issues during emergency outages.
• Check and troubleshooting simple issues and escalation of complex issues to appropriate
• Ability to work independently or in a team setting is necessary.

SKILLS AND ADDITIONAL QUALIFICATIONS:

• 1-2 years minimum experience in a IT Helpdesk support function- MUST HAVE EXPERIENCE WORKING IN IT HELPDESK ENVIRONMENT
• Bachelor’s degree preferred/Experience a plus+.
• Proactive attitude and ability to interact with executive level as needed.
• Office 365 experience preferred.
• 1-2+ years of experience in implementing, troubleshooting and supporting end user technologies & services in medium to large sized environments.
• A team player
• Ability to communicate both verbally and written
• Highly dedicated and organized.
• Highly proficient in Microsoft’s Office Suite
• Superior analytical ability
• Valid driver’s license
• Must be willing to complete background check as required by current or future contracts.

SALARY: $23.00- $25.00 PER HOUR