Dispatcher

This is a full-time, hybrid role located on-site in Miramar, Florida.

About the role

The Help Desk Dispatcher serves as the single point of contact for customers and coordinates all IT support groups to ensure maximum utilization of resources by scheduling internal and field technical resources on the ConnectWise dispatch portal.

Responsibilities

• Ensure requests are routed/escalated to the proper resource in a consistent manner
• Pre-process service requests as they arrive through email, manual entry, or direct customer input
• Monitor resource schedules to ensure prompt time entry on service requests
• Communicate with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Provide accurate, thorough answers in a timely manner to customer inquiries
• Fast turnaround of customer requests
• Work with clients/vendors to resolve technical problems in the most effective and expeditious manner
• Improve customer service, perception, and satisfaction to internal end users
• Improve usage and increase productivity of IT support resources
• Perform escalations of service requests that cannot be scheduled within agreed service levels
• Enter time and expenses in ConnectWise as they occur
• Generate daily tickets in ConnectWise documenting all support activities including resolutions and escalations
• Perform password resets and unlock accounts in Active Directory and applications
• Provide Level-One technical support as necessary
• Additional responsibilities as requested by management

Requirements

• HS diploma or equivalent required
• Specialized IT skill training/certification such as A+ Certification preferred
• Experience in Help Desk Administration

Skills

• Knowledge of Active Directory
• Knowledge of basic computer and operating systems
• Ability to be a team player and communicate effectively
• Ability to understand processes in ConnectWise by completing assigned training materials and blueprints in the ConnectWise University
• Ability and willingness to work multiple shifts including overnight and/or weekend shifts
• Ability to quickly learn new applications
• Ability to match resources to technical issues appropriately
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Typing skills to ensure quick and accurate entry of service requests
• Self-motivated with the ability to work in a fast-moving environment
• Strong verbal and written communication skills in the English language
• Bilingual (Spanish or Portuguese) preferred

Benefits

Join us and be part of an inclusive, energizing, and collaborative environment.