Job Description
Job Description
Job Title
Dispatcher / Tier I Service Desk Support Technician MSP
The salary range for this position is $19.00 to$24.00 per hour, commensurate with experience.
Job Type : Full-time, in-office
Summary
The Dispatcher / Tier I Service Desk Support Technician role encompasses; ticket assignment, RMM management, reviewing monitoring dashboards, updating client information, CW instance ownership (all data up to date).
Following up with internal resources to keep work on track. Additional responsibilities include client onsite visit scheduling, licensing adjustments, password resets, computer setups, user onboard & offboarding.
Ideal Qualifications
- At least 1 year of technology industry experience
- Experience with IT Managed Services, Cloud Computing, Business Continuity Disaster Recovery (BC / DR), VoIP, QoS is preferred
- At least 2 years of customer service experience
- Expertise with Microsoft Office products including Word, Excel, Outlook, and Power Point
- Experience working in a matrixed organization to achieve customer outcomes
- Experience working with a Ticketing System Preferably ConnectWise
- Strong interpersonal skills and business acumen
- Strong time management skills and the ability to stay organized during high volume
- Willingness to learn continuously and escalate issues when appropriate
- Valid Colorado Driver’s License with ability and willingness to travel locally
- Ability to lift 50 lbs.
Duties
- Managing ticket queue via ConnectWise
- Managing incoming client requests
- Ensures engineers document and close all tickets
- Assessing severity of client issues
- Treat people with respect; keep commitment; inspire the trust of others; work with integrity and ethics; uphold organizational values
- Balance team and individual responsibilities; exhibit objectivity and openness to others’ views; give and welcome feedback
- Has a strong willingness to learn, adapt, and find ways to overcome obstacles when dealing with client issues and hold accountability to resolution
Relationships
- The Dispatcher will report to Director of Technology of TrinWare.
- The Dispatcher will be required to work within the NOC
Hours
The Dispatcher will work 40+ hours per week. Hours to be determined and may fluctuate with the needs of the department.
Benefits
TrinWare’s available benefits include :
- Medical
- Vision
- Dental
- Life
- Short / Long term disability
- 401K with matching
- Paid holidays
- Paid vacation
- Paid sick leave
- Employee discount programs
- Employee referral program
- Employee Assistance programs
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