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Technical Dispatcher

Requirements:

The ideal candidate will have entry-level IT experience; However, any IT experience is a plus. Netrepid will put the selected candidate through Tier 1 training at no cost to the employee.

Purpose:

The Technical Dispatcher will be responsible for answering calls, preparing service tickets and coordinating with the helpdesk to properly assign tickets as they are created. Additional responsibilities include monitoring the service ticket system, triaging reported issues and assigning tickets to appropriate resources. As time permits, the role will also be responsible for tickets which can be resolved or diagnosed remotely. Responsible for initial and continued communication with clients. They will work with Tier 1 and IT Managers as well as client leadership.

Primary Responsibilities:

  • Act as the first point of contact for the customer for all types of service requests
  • Pre-process service requests as they arrive through email, manual entry, or direct customer input
  • Resolving or assigning tickets to the correct resource based on location or type of issue Coordination of all IT support groups to ensure maximum utilization of billable resources
  • Scheduling tickets for resources to efficiently utilize their time and expertise. Schedule internal and technical field resources on the Company dispatch portal
  • 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
  • Maintaining constant and consistent communication with the client and team in the event of a high priority ticket or outage
  • Regularly review VIP tickets and provide updates and communication as needed

Additional Duties and Responsibilities:

  • Improve customer service, perception, and satisfaction
  • Fast turnaround of customer requests
  • Ability to work in a team and communicate effectively
  • Improve usage and increase the productivity of IT support resources
  • Escalate service requests that cannot be scheduled within agreed service levels
  • Report the utilization of IT, Support resources and successful completion of service requests to the Service Desk Manager
  • Responsible for entering time and expenses as it occurs
  • Enter all work as service tickets into Helpdesk Ticketing System

Knowledge, Skills, and/or Abilities Required:

  • To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
  • Basic computer and operating system knowledge
  • Interpersonal skills: such as telephone skills, communication skills, active listening, and customer-care
  • Ability to multi-task and adapt to changes quickly
  • Technical awareness: the ability to match resources to technical issues appropriately
  • Service awareness of all organization’s key IT services for which support is being provided
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Typing skills to ensure quick and accurate entry of service request details
  • Self-motivated with the ability to work in a fast moving environment

Schedule, Travel, and Pay:

  • There are two positions available. Both are Monday through Friday.
    • Shift 1 is 6 am to 3 pm (with an hour lunch)
    • Shift 2 is 9 am to 6 pm (with an hour lunch)
  • Travel is not required for this position.
  • The primary place of work will be the Netrepid office in Harrisburg, PA
  • This position is hourly ranging from $13 to $18 per hour based on technical knowledge and/or experience in customer service.
  • Health Insurance for an employee is 100% covered by Netrepid.