Dispatcher

United Data Technologies • Miramar, FL

13h • Hybrid

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. 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.
• 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

Nice To Haves

• Specialized IT skill training/certification such as A+ Certification preferred
• 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

• flexibility of a hybrid work schedule

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED