We are looking for smart, motivated people who love technology!
We are seeking a dynamic and experienced IT Dispatcher to join our team. This role is one of the most crucial roles to MHD’s support operations. IT Dispatch undertakes administrative functions and serves as a clearinghouse of information and requests for service and issues related to computer desktop and network troubleshooting, information systems support, telecommunications support, audiovisual support, IT training and records management.
Here is a little bit about us: established in 2003, MHD Communications specializes in providing high-quality total technology solutions in the SMB market. Our team is trained to support all types of businesses– a few of the vertical markets in the Tampa Bay area that we specialize in are healthcare and industrial. We provide our clients with a simplified technology solution from an otherwise hectic environment. Whether our client is looking to set up a new facility/office or needing technical support on existing technology equipment, we provide the solution! Fully licensed, bonded and insured, MHD Communications exists to provide a highly responsive technical support system to clients who require a superior level of quality and reliability.
Key Responsibilities:
- Collect information by listening and asking questions of customers to determine types of calls, assign priority levels, and dispatch criteria
- Provide clear information to IT personnel regarding types of calls and to end users regarding status of requests
- Ensure efficient coordination, prioritization, and scheduling of technician activities to ensure that the Service Level Agreement (SLA) is being adhered to
- Ensure that all tickets are efficiently dispatched and routed
- Document service level performance metrics and distribute to management on a timely basis
- Maintain ticket time entries as work is being done
- Always maintain excellent communication and relationships with clients and team members
Qualifications:
- This role requires 1-3 years of IT support experience (MSP experience preferred) OR the work equivalent for dispatching for another field
- Experience with ConnectWise and/or other ticketing system is preferred but not required
- Proven ability to work independently as well as collaboratively in a team environment
- The ideal candidate will have excellent communication skills (both written and oral), is detail-oriented, a critical thinker, and is able to prioritize various responsibilities and manage time effectively
- Certifications are not required. However, basic certifications from such organizations as CompTIA (ITF+, A+, Network+), Cisco (CCT, CCNA), and Microsoft (MS365 Fundamentals, MTA) will be welcomed accordingly.
Job Type:
Full-time In-office
