Dispatcher

Summary

Dispatcher

The mission of the Help Desk Dispatcher will serve as the single point of contact for customers and as responsible for the coordination of 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
• Communication 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
• Works 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
• Responsible for entering time and expenses in ConnectWise as it occurs
• Generate daily tickets into ConnectWise documenting of all support activities including resolutions and escalations
• Password resets and unlock accounts in Active Directory and applications.
• Level-One technical support as necessary
• Additional Responsibilities as requested by management

Education/Experience:

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

Required Knowledge, Skills, & Abilities:

• 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 with Bilingual (Spanish or Portuguese) preferred

What UDT offers you

Join us and be part of an inclusive, energizing, and collaborative environment. UDT is an Equal Opportunity Employer who is committed to workforce diversity. Qualified applicants will receive consideration without regard to age, race, color, religion, sex, sexual orientation, disability, or national origin. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Employment is contingent upon successful completion of background and pre-employment drug screen. UDT is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status

UDT maintains a Drug-Free Workplace. As a condition of employment, all candidates selected for hire are required to successfully complete a pre-employment drug screening in accordance with our Drug-Free Workplace Program.

Job Description

Dispatcher

The mission of the Help Desk Dispatcher will serve as the single point of contact for customers and as responsible for the coordination of 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
• Communication 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
• Works 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
• Responsible for entering time and expenses in ConnectWise as it occurs
• Generate daily tickets into ConnectWise documenting of all support activities including resolutions and escalations
• Password resets and unlock accounts in Active Directory and applications.
• Level-One technical support as necessary
• Additional Responsibilities as requested by management

Education/Experience:

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

Required Knowledge, Skills, & Abilities:

• 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 with Bilingual (Spanish or Portuguese) preferred

What UDT offers you

Join us and be part of an inclusive, energizing, and collaborative environment. UDT is an Equal Opportunity Employer who is committed to workforce diversity. Qualified applicants will receive consideration without regard to age, race, color, religion, sex, sexual orientation, disability, or national origin. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Employment is contingent upon successful completion of background and pre-employment drug screen. UDT is not currently hiring individuals for this position who now or in the future require sponsorship for employment visa status

UDT maintains a Drug-Free Workplace. As a condition of employment, all candidates selected for hire are required to successfully complete a pre-employment drug screening in accordance with our Drug-Free Workplace Program.