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IT Dispatch Coordinator

Company: New Charter Technologies
Location: Santa Ana
Posted on: October 8, 2021

Job Description:

IT Dispatch Coordinator - MSP Industry, Santa Ana, CA 

At I.T. Responsive, we provide both small, mid-sized and enterprise level services with best of breed service solutions and project services. With practices in Managed Services, Cloud Services, Virtualization and Infrastructure, I.T. Responsive has the team and resources to create and implement powerful and unique technology solutions for your organization. 

We are currently seeking a full time IT Dispatch Coordinator to support our organization onsite in Santa Ana, California. Looking for technology driven professionals with an affinity for IT, interested in joining a fun, high paced team. We specialize in Managed Services and Microsoft Cloud technologies. The IT Dispatch Coordinator will interface with clients, internal service and project departments. The job will include but is not limited to scheduling resources, understanding the escalation process and managing technician queues while troubleshooting lower level tickets.

Responsibilities include:

  • Maintaining service levels related to client satisfaction
  • Handle lower level support incidents as part of the first response team
  • Effective monitoring and scheduling of remote, onsite, and bench services
  • Grow and develop client satisfaction levels and perception through exceptional client service
  • Sets and continually re-sets client expectations
  • Seek improvements in efficiency and productivity
  • Utilize our professional services automation (PSA) to collaborate and work with Client Service and vendor support resources to insure effective, efficient service delivery to clients
  • Ensure SLA adherence and correct escalation procedures
  • Ensure all billable resources are fully utilized

Requirements:

  • Familiarity with Windows desktop operating systems, Office 365 and Active Directory Administration (create/remove users, password resets, etc.)
  • Strong troubleshooting skills 
  • Must be fast learner with good verbal and written communication skills
  • Excellent customer service skills
  • Good driving record preferred

Qualifications:

  • Experience in an IT environment or a Managed Service Provider environment is preferred
  • Bachelor’s degree in technology or equivalent experience required.
  • Experience in working with a team of technical professionals.
  • Ability to identify ways to improve efficiency and team dynamics.
  • Preferred Certifications in A+, Network +, Security +, MS-100

Additional Details: 

  • Position will require onsite presence in Santa Ana office and may require local travel within Orange County to client sites
  • Reliable transportation and good driving record needed 
  • Full Time Position, 40 hours a week with frequent paid overtime  
  • This position is an entry level position to handle dispatch duties while learning to become a full time support technician
  • Compensation is DOE 

 

 

Keywords: New Charter Technologies, Santa Ana , IT Dispatch Coordinator, Other , Santa Ana, California

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