IsI Enterprises, LLC is Hiring an IT Service Coordinator/Dispatcher (Hybrid) Near Herndon, VA
IsI is seeking a motivated and detail-oriented individual to play a crucial role in our IT department. As the IT Service Coordinator/Dispatcher, you will be the linchpin that ensures seamless communication and coordination between our clients and technical team. If you thrive in a fast-paced environment, possess excellent communication skills, and are passionate about delivering top-notch IT services, we want to hear from you! This is your chance to make a significant impact in a company that values innovation, teamwork, and professional growth. This position reports to the IT Operations Manager. Duties/Responsibilities
Primary responsibility is overall resource coordination, not direct technical support
Responsible for triaging and assigning the requests to appropriate groups
Responsible for collecting information by listening and asking relevant questions to determine types of calls, ticket priority levels and triage criteria
Ensure tickets are efficiently assigned by monitoring resource schedules for availability and capability to work tickets
Communicate with customers as required via phone or ticketing system
Provide clear information to IT personnel
Review tickets for quality control
Process all tickets within SLA guidelines and follow procedural requirements
Performs other duties as assigned
Document, track, and evaluate work completed on support request tickets
Generate daily reports and custom data for IT Operations Manager and Support Staff
Assist in transition and communication of ticket escalations
Maintain service board organization & structure
Collaborate with internal teams and members to deliver solutions that exceed client expectations
Receive and log service requests from end-users via phone & service ticket
Gather detailed information about the nature of the technical issue, including its urgency and impact on the user
Evaluate service requests to determine their priority and urgency
Collaborate with IT team members to assess resource availability
Assign service requests to appropriate IT technicians based on team assignments, skills, and availability
Follow through on timelines and meet expectations for the support lifecycle
Conduct daily evaluations of outstanding support requests to ensure SLA’s are being met
Document any tickets that require actions such as follow-ups, escalations, or added resources
Provide Daily Reports to Support Technicians & to IT Operations Manager
Ensure that all required fields are being filled out on support tickets
Act as a point of contact between end-users and internal resources
Identify and escalate critical or high-priority issues to the IT Operations Manager & Support Team Leads for immediate attention
Contribute to client knowledge base when necessary and assist in creation of SOPs
Qualifications
US Citizenship Required
2 years working in an IT Role/Environment
3-4 years of Direct Customer Service Experience
Knowledge of NIST 800-53, NIST 800-171, NIST 800-172 and CMMC Levels 1, 2, and 3
Basic Knowledge of infrastructure technology including public and private cloud concepts such as Software as a Service (SaaS), Platform as a Service (PaaS), Desktop as a Service (DaaS), and Infrastructure as a Service (IaaS)
Knowledge and use of Microsoft 365 Applications
Basic Knowledge of Microsoft 365 Commercial, Microsoft 365 Government Cloud (GCC/GCC-High), Exchange 2007-2016, Exchange Online, One Drive for Business, Microsoft Teams, Microsoft Intune
Basic Knowledge of MS Azure Active Directory, Office 365 Suite Admin, Multifactor Authentication, G-Suite, Windows Server, DNS, VPN Connections, Ticketing Systems, Antivirus Software, Advanced Threat Management Tools, Privileged Access Management, Mobile Device Management, Apple Business Manager
Experience creating and managing SOPs
Experience with Service Level Agreements
Exhibit professionalism in the workplace
Strong customer relationship skills
Strong organizational skills, and attention to detail
Strong oral and written communication skills
Ability to work independently and as part of a team
Exhibit critical thinking, logical problem-solving ability, and a willingness to learn
Exhibit attention to detail and ability to work effectively in situations involving uncertainty or lack of information
Comfortable working in a high-paced environment
Able to prioritize with minimal guidance to meet/exceed deadlines
A willingness to think outside of the box to provide innovative solutions for clients
Ability to solve challenging technical business problems
Preferred Qualifications
BS Degree in Information Technology or related field, or equivalent work or military experience
ITIL v 4.0 Certification
CompTIA A , Net , Sec Certifications
Microsoft 365 Certified: M365 Fundamentals, Messaging Administrator Associate, Teams Administrator Associate, Security Administrator Associate, Teamwork Administrator Associate, Enterprise Administrator Expert, and Modern Desktop Administrator
What we offer
The salary range for this role is $45,000-$50,000
Opportunity for Hybrid work
A competitive salary and benefits package
A casual, friendly, and relaxed work environment
Professional growth encouragement and support
Industrial Security Integrators, LLC (“IsI”) is an equal opportunity employer committed to affirmative action and diversity in the workplace. It is the policy of IsI to provide Equal Employment Opportunities (EEO) to Employees and Applicants, without regard to race, color, religion, sex, age, marital status, citizenship status, national origin, sexual orientation, gender identity, veteran status or disability or any other factor protected by law and to provide advancement opportunities for minorities, women, disabled individuals, and veterans. IsI is stronger and more effective when our workforce includes highly qualified individuals with diverse backgrounds, cultures, and traditions. Powered by JazzHR fibSXszyEK