We are seeking a dedicated and organized Tier 1 Dispatch Technician to join our IT support team. The ideal candidate will be the first line of contact for users experiencing technical issues and will ensure efficient ticket management, resolution of basic issues, and proper escalation when needed.
This role requires strong communication skills, attention to detail, and the ability to provide outstanding customer service.
This is a PERMANENT position that is ONSITE in Green Bay, WI.
Responsibilities
Ticket Management :
Monitor incoming support requests and create tickets in the IT ticketing system.
Categorize and prioritize tickets based on urgency and impact.
Assign tickets to the appropriate team members or resources for timely resolution.
Help Desk Support
Act as the initial point of contact for Tier 1 technical support requests.
Provide basic troubleshooting and support for user issues, following standard operating procedures.
Maintain a high level of professionalism while assisting users with inquiries and requests.
Password Resets and Account Unlocks :
Handle user account-related issues such as password resets and account unlocks.
Verify user identity and follow established security protocols.
Ticket Escalation
Escalate tickets to higher-level support teams when issues require advanced troubleshooting.
Ensure all ticket documentation is thorough and accurate to facilitate smooth transitions.
Documentation and Communication
Document resolutions and actions taken in tickets to maintain accurate records.
Communicate clearly and proactively with users on ticket status and resolution steps.
Follow up on pending tickets to ensure timely resolution.
Required Skills
- Previous experience in an IT support / help desk role, especially in a Tier 1 support capacity.
- Familiarity with IT ticketing systems.
- Basic understanding of computer hardware, software, and networking fundamentals.
- Strong organizational and multitasking abilities.
- Excellent verbal and written communication skills.
- Customer-focused attitude with a problem-solving mindset.
Excited about this opportunity? Apply with an updated resume!
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