Work Order Management Technician
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Description
Work Order Management Technician - (Multiple openings)
MR05 -Starting salary dependent on the candidate's qualifications and experience
Summary:
The Work Order Management Technician serves as a Subject Matter Expert (SME) and Process Analyst for the Facilities Services One Call/Work Order Management team. This position must work well with a team, deliver exceptional customer support, and promote process improvement. This position will work with the IT Manager to ensure adherence to service level and operational level agreements for all Facilities Services requests through One Call. This position will work with all areas within Facilities Services to coordinate incident and service request management. This position occasionally provides emergency awareness information for any complaints or concerns with work order processing in Facilities Services. This position will provide support for a variety of Facilities Services related incidents, problems, and service requests. Work is completed with minimal oversight.
Duties/Responsibilities:
Responsible for analyzing complex, technical problems, developing & testing solutions and providing support for university users based on their needs and constraints.
Provides customer service for One Call operations while providing radio dispatching to coordinate and communicate vital information such as customer orders, service requests and emergency alerts.
Reviews work order tickets prior to escalation. Decides how to direct a wide variety of work based on the situation at hand, determining which guidelines are most applicable and effective. May follow up with requesters if additional information or troubleshooting steps are necessary. If the ticket requires escalation, they will follow the case and coordinate with the Facilities Services staff to ensure timely resolution.
Serves as the first point of escalation for students, staff, faculty and non-university contacts for One Call requests.
Assists in the design, development, and maintenance of answering service scripts and procedures.
Continual monitoring of radio, phone and camera systems as they relate to work orders and their execution by Facilities Services personnel or contracted third parties.
Supports the IT Manager with Knowledge Centered Service (KCS) practices and initiatives.
Knowledge, Skills, and Abilities:
Requires knowledge of how to work in a Help/Dispatch/Service Desk environment.
Must possess strong customer service and problem-solving skills.
Requires excellent oral and written communication, interpersonal, organizational, time-management, and team-building skills.
Applicant must demonstrate the ability to coordinate and maintain a variety of projects with a significant degree of independence.
Must possess the ability to learn and use new technologies.
Applicant must possess the ability to write and manage documentation and an ability to train fellow employees.
Minimum/Required Qualifications:
High school diploma or GED
Valid TN Driver's license
Technical or vocational training in computer technology or related field
2 years of directly related experience in a Help/Dispatch/Service Desk environment.
Work Order Management Technician - (Multiple openings)
MR05 -Starting salary dependent on the candidate's qualifications and experience
Summary:
The Work Order Management Technician serves as a Subject Matter Expert (SME) and Process Analyst for the Facilities Services One Call/Work Order Management team. This position must work well with a team, deliver exceptional customer support, and promote process improvement. This position will work with the IT Manager to ensure adherence to service level and operational level agreements for all Facilities Services requests through One Call. This position will work with all areas within Facilities Services to coordinate incident and service request management. This position occasionally provides emergency awareness information for any complaints or concerns with work order processing in Facilities Services. This position will provide support for a variety of Facilities Services related incidents, problems, and service requests. Work is completed with minimal oversight.
Duties/Responsibilities:
Responsible for analyzing complex, technical problems, developing & testing solutions and providing support for university users based on their needs and constraints.
Provides customer service for One Call operations while providing radio dispatching to coordinate and communicate vital information such as customer orders, service requests and emergency alerts.
Reviews work order tickets prior to escalation. Decides how to direct a wide variety of work based on the situation at hand, determining which guidelines are most applicable and effective. May follow up with requesters if additional information or troubleshooting steps are necessary. If the ticket requires escalation, they will follow the case and coordinate with the Facilities Services staff to ensure timely resolution.
Serves as the first point of escalation for students, staff, faculty and non-university contacts for One Call requests.
Assists in the design, development, and maintenance of answering service scripts and procedures.
Continual monitoring of radio, phone and camera systems as they relate to work orders and their execution by Facilities Services personnel or contracted third parties.
Supports the IT Manager with Knowledge Centered Service (KCS) practices and initiatives.
Knowledge, Skills, and Abilities:
Requires knowledge of how to work in a Help/Dispatch/Service Desk environment.
Must possess strong customer service and problem-solving skills.
Requires excellent oral and written communication, interpersonal, organizational, time-management, and team-building skills.
Applicant must demonstrate the ability to coordinate and maintain a variety of projects with a significant degree of independence.
Must possess the ability to learn and use new technologies.
Applicant must possess the ability to write and manage documentation and an ability to train fellow employees.
Minimum/Required Qualifications:
High school diploma or GED
Valid TN Driver's license
Technical or vocational training in computer technology or related field
2 years of directly related experience in a Help/Dispatch/Service Desk environment.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
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