Dispatcher

United Data Technologies•Miramar, FL

15d•Onsite

About The Position

UDT is a technology enabler that helps clients in major industries evaluate, architect, provide, secure, and manage technology on the go, in the rack and in the cloud. UDT provides flexible and interoperable services, including mobility, cloud, collaboration, data, cyber security and software and IT as a service. The company also provides technical, professional and managed services. This is a full-time role and we offer our team the flexibility of a hybrid work schedule. This position is located on-site in Miramar, Florida. 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.

Requirements

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

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

Benefits

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.

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