Dispatcher
On-siteMiramar, Florida, United States
Job Summary
Route and escalate service requests to the proper resources via the ConnectWise dispatch portal, pre-processing tickets from email, manual entry, or direct customer input. Monitor schedules for prompt time entry, communicate incident progress and outages to customers, and perform Level-One technical support for password resets and account unlocks. Generate daily tickets documenting support activities and resolutions, working with clients and vendors to resolve technical problems effectively. Match resources to technical issues appropriately while maintaining fast turnaround times and improving customer satisfaction. Work multiple shifts including overnight and weekends in a fast-moving environment.
Required Qualifications
- HS diploma or equivalent
- 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
- Employment eligibility verification form upon hire
- Background check
- Pre-employment drug screen
- No requirement for employment visa sponsorship
Desired Qualifications
- Specialized IT skill training/certification such as A+ Certification
- Experience in Help Desk Administration
- Bilingual (Spanish or Portuguese)
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