It Support Desk Dispatcher

Server At Work is an IT managed services provider looking for a Support Desk Dispatcher. The dispatcher is an intelligent, empathetic, friendly multitasker charged with inputting and reviewing user requests for technical support. While this is a non-technical support position, it serves as a public-facing first step in our support process. The dispatcher will receive and process incidents and requests in the form of tickets and phone calls from client end-users. The dispatcher will assist with prioritizing requests, communicating request statuses to end-users, and directing tickets to support engineers.
As part of our Support Desk team, the dispatcher will use leading-edge ticketing and communication software to input and manage support requests. The engineer will coordinate and assist other engineers with ticket escalations.
Job Type: Full-time
Travel: 0%
Work Location: Lake Charles Office
Skill Level: Entry-Level
RESPONSIBILITIES

• Receive emergency and non-emergency support requests from our managed clients
• Document and update support requests within a ticketing system then transfer the request to the appropriate support team
• Use phone and email to communicate with our clients to provide support updates and solicit additional information
• Prioritize urgent support requests and bring them to the attention of the appropriate team member
• Monitor support ticket levels and service level agreements to ensure support issues are being addressed in a timely manner
• Address quick fix support requests within the dispatcher scope of training

QUALIFICATIONS

• Associates Degree (AA/AS) or Bachelor's Degree (BA/BS)
• 4+ years of customer support experience
• Microsoft 365 proficiency (Word, Excel, Outlook)
• Excellent computer usage skills
• Fast typing with experience in data entry
• Qualified to work within the US
• Driver's license
• Light to medium lifting capabilities

DESIRED QUALIFICATIONS AND EXPERIENCE

• General computer knowledge
• Active listener with excellent communication skills
• Sound judgement and critical thinking
• Strong organizational skills
• Fast-paced worker and multi-tasker

ABOUT THE POSITION

• Work hours are Monday - Friday 8am - 5pm Central (Except major holidays)
• We provide employee healthcare insurance benefits
• We offer optional dental, vision, life insurance
• Paid vacation and sick days
• 401k with employer contributions
• Monthly cell phone stipend