IT Dispatcher / Help Desk
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Job Description
POSITION SUMMARY: Under general supervision of the IT Coordinator, the role of the IT Dispatcher-Help Desk is to be responsible for fielding helpdesk tickets and telephone calls focusing on answering computer user requests for assistance, problem solving with a goal of first call resolution, providing troubleshooting and resolving of software, hardware and network issues. Assesses and collects essential data relative to problem and employee information for dispatching to the next tier of support. Dispatcher will also be required to keep watch on ticketing system making sure tickets are resolved, as well as checking with other IT personnel to make sure tickets are handled in an efficient manner.
ESSENTIAL JOB FUNCTIONS : The list that follows is not intended as a comprehensive list, but rather to provide a representative summary of the major duties and responsibilities. Incumbent(s) will be required to perform a variety of duties listed, including but not limited to:
REQUIRED QUALIFICATIONS
The following knowledge, skills, and abilities are required for an employee to successfully perform their duties.
High School graduate, GED or equivalent.
One (1) year of computer experience working with hardware and software required.
Working knowledge of the Microsoft server and operating systems (Windows Operating Systems, EHR, IHS related software, etc.).
Adaptability to learn new IT concepts to enhance knowledge and customer experience.
Ability to multitask with frequently adjusting priorities as well as handling multiple phone calls and inquiries and ability to maintain detailed records.
Proven ability to provide excellent customer service by anticipating customer needs and leaving them feeling satisfied with their experience.
Excellent interpersonal skills including teamwork, negotiations, working with hardware/software vendors and end users. Some experience training end-users on PC applications also required.
Excellent written and oral communication skills, strong organizational problem-solving and analytical skills.
Ability to think critically and provide relevant, realistic solutions to end-users.
Self-motivated and able to work independently.
Position requires extensive travel between clinic sites and reliable transportation.
Benefits
POSITION SUMMARY: Under general supervision of the IT Coordinator, the role of the IT Dispatcher-Help Desk is to be responsible for fielding helpdesk tickets and telephone calls focusing on answering computer user requests for assistance, problem solving with a goal of first call resolution, providing troubleshooting and resolving of software, hardware and network issues. Assesses and collects essential data relative to problem and employee information for dispatching to the next tier of support. Dispatcher will also be required to keep watch on ticketing system making sure tickets are resolved, as well as checking with other IT personnel to make sure tickets are handled in an efficient manner.
ESSENTIAL JOB FUNCTIONS : The list that follows is not intended as a comprehensive list, but rather to provide a representative summary of the major duties and responsibilities. Incumbent(s) will be required to perform a variety of duties listed, including but not limited to:
- Troubleshoots issues related to hardware and software problems.
- Keeps ticketing system up to date, removes outdated users, updates pictures, passwords etc.
- Evaluates and dispatches trouble tickets to the next level support technicians.
- Tracks progress with tickets to make sure tickets are getting handled in an efficient and timely manner
- Works with other support organizations to help resolve support tickets that cant be handled in house.
- Assist with the installation of approved IT systems hardware and software; develop & modify packages as needed and train staff on upgrades or new installations.
- Backup to IT Dept.
- Other duties as assigned.
REQUIRED QUALIFICATIONS
The following knowledge, skills, and abilities are required for an employee to successfully perform their duties.
High School graduate, GED or equivalent.
One (1) year of computer experience working with hardware and software required.
Working knowledge of the Microsoft server and operating systems (Windows Operating Systems, EHR, IHS related software, etc.).
Adaptability to learn new IT concepts to enhance knowledge and customer experience.
Ability to multitask with frequently adjusting priorities as well as handling multiple phone calls and inquiries and ability to maintain detailed records.
Proven ability to provide excellent customer service by anticipating customer needs and leaving them feeling satisfied with their experience.
Excellent interpersonal skills including teamwork, negotiations, working with hardware/software vendors and end users. Some experience training end-users on PC applications also required.
Excellent written and oral communication skills, strong organizational problem-solving and analytical skills.
Ability to think critically and provide relevant, realistic solutions to end-users.
Self-motivated and able to work independently.
Position requires extensive travel between clinic sites and reliable transportation.
Benefits
- 14 Paid Holidays Off
- Generous PTO Policy w/ Yearly Personal Holiday
- Optional Flex Schedule for eligible work units
- Medical, Dental, and Vision insurance through Blue Shield zero cost out of pocket to employees
- Dependent coverage available
- Life Insurance
- Long Term Disability
- Great Work/Life balance with set schedule, 40 hrs/week Mon-Fri, weekends and evenings off
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