Job description

Afineol IT Consulting is seeking a Service Desk Dispatcher to join our Team to enhance our support of our Clients' technical business needs. As the Service Desk Dispatcher, you will be primarily responsible for dispatching and handling a wide range of email and phone related support requests while delivering excellent customer service to our Clients. We are looking for an individual that is helpful, motivated, and shares our core principle of Business First, Technology Second.

Customer Service Traits

Coordinate and ensure that quality customer service is provided to all Clients and End Users

• High sense of urgency in assigning or assisting Help Desk to respond and be available to deal with End User email and phone inquiries and escalations.
• Excellent written and verbal communication skills are needed, with the ability to deal with various levels of personnel.
• Ability to communicate with non-technical users of all business levels and skill sets.
• Must possess the ability to multitask; providing prompt resolution to issues.
• Ability to analyze and solve problems in a fast-paced environment.
• Ability to prioritize and organize.
• Works well independently and within a team to problem solve while consistently following established process.
• Logically moves to the next issue without much direction.

Technical/Service Desk

• Through ticket management and assignment ensures that Service Desk ticket response and completion time are minimized. Analyzes incoming End User email and phone requests. Ensures that Help Desk resources are utilized appropriately through ticket assignment and assisting with scheduling. Accurately creates tickets for phone and chat requests and assigns the appropriate Help Desk resources as necessary. Immediately escalates critical End User issues and monitor to completion. Provides phone support as necessary to assist with call volumes.
• Analyses of End User workstation monitoring alerts and takes corrective actions as necessary. Ensures that workstation monitoring alert response and completion times are minimized. May be required to assist with or escalate critical alerts to other staff. Ensures that critical tickets are given priority as necessary.
• An entry level technical contributor for phone and email ticket resolution and escalations including the installation, configuration, and ongoing support for account creation, account access, workstations, mobile devices, peripheral equipment, and software within established standards and guidelines. Interact with numerous technology platforms and solutions in a diverse Client environment.
• Assists Clients to ensure workstations interconnect seamlessly with diverse systems including associated file servers, email servers, conferencing systems, application servers, and administrative systems.
• Familiar with the support of Microsoft products currently including AD account management and Office 365 products.
• Work with Client associated vendor support contacts to resolve technical problems with supported equipment and software.
• Assist in creating and maintaining standard images for deployment and use.

Experience * 1-2 years experience in an IT Integrator environment, (MSP a plus).

• Experience with a ticketing system (PSA a plus).
• Excellent customer service skills.
• Experience troubleshooting mobile devices.
• Strong analytical skills.
• Experience with current PC hardware (HP, Dell).
• Excellent verbal and written communication skills.
• Familiar with the setup and support of mobile devices.
• Experience with Windows OS required; Mac OS experience a plus.

Skill Set * Strong logical problem solving skills.

• Rudimentary networking knowledge – Workstation, Server, Switch, Firewall, Access Point
• Mobile device (Android and iOS) support.
• Understanding of computer hardware, such as memory, hard drive, and video output types.
• Experience using internal Knowledge Base.
• Follow established dispatch, ticketing, and escalation procedures.

Essential Physical Functions * Ability to sit, see, hear, and speak for extended periods of time.

• Ability to stand, squat, crouch and lift arms above head for filing purposes.
• Ability to sit, stand, or walk for 6 to 8 hours per day.
• Ability to type and operate a computer constantly throughout a workday.
• Ability to lift and/or move up to 40 pounds.
• Employee may be occasionally exposed to outside weather conditions.
• Must be able to speak, write, and understand English fluently.

Please submit cover letter and resume in PDF format only.

Job Type: Full-time

Pay: $21.00 - $24.00 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off

Schedule:

• 8 hour shift
• Holidays
• Monday to Friday
• No nights
• No weekends
• Overtime

Ability to commute/relocate:

• Roseville, CA 95678: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Dispatching: 1 year (Preferred)

Work Location: In person

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