What are the responsibilities and job description for the Services Dispatcher/ Help Desk Technician Level 2 position at Aquinas Consulting?
Aquinas Consulting is currently looking to fill a Contract to Hire IT Services Dispatcher / Help Desk Technician Level ll job in Trumbull, CT for our client that is a leading IT solutions provider. You will work with the service team and our clients to provide quality service and to ensure clients get the technical services they need.
The ideal individual will have previously worked for a managed services provider (MSP), an IT services company, or in a computer IT support role. This individual may also handle occasional tickets as they come in, handle calls, and perform on-site support if necessary.
IT Services Dispatcher / Level II Service Desk Analyst Responsibilities :
- Coordination of all IT support groups to ensure maximum utilization of billable resources
- Pre-process service requests as they arrive through email, manual entry, or direct client input
- Schedule internal and field technical resources on the ConnectWise dispatch portal
- Monitor resource schedules to ensure prompt time entry on service requests
- Communication with clients as required : keeping them informed of incident progress, notifying them of impending changes or agreed outages
- Improve usage and increase productivity of IT support resources
- Escalate service requests that cannot be scheduled within agreed service levels
- Report the utilization of IT Support resources and successful completion of service requests to the Service Manager
- Must have exceptional verbal and written communication skills.
- Must demonstrate a high degree of time management and organizational skills resulting in the ability to prioritize multiple projects.
- Troubleshoot and resolve critical server, network, and lines of business incidents
- Windows Server 2008 / 2012 / 2016, including Active Directory, Group Policy, DNS & DHCP
- Office 365 / Azure / AWS
- Microsoft Exchange Server / Exchange Online
- Remote access technologies, including RDS and VPN
- Peripheral device support, including network printers, scanners, monitors & UPS devices.
- WAN devices
- Hypervisors, SAN, NAS
- Wireless controllers and access points, routers, firewalls, and network switches
- Resolve escalated issues from the L1 and L2 team members
- Complete move / add / changes of client servers and workstations, including adding printers, applications, roles, etc.
Level II Service Desk Analyst Job Qualifications :
If you are interested in this Contract Dispatch / Helpdesk Level ll job in Trumbull, CT, please apply now to be connected with a member of our team.
Please note : Applying to this role is an agreement to have your information entered into our database and acknowledgement that a recruiter will reach out to you either by phone, email, and / or text message regarding this and similar job opportunities.
Aquinas Consulting is a woman and minority owned company headquartered in Milford, CT that provides Engineering, Information Technology (IT), and Manufacturing staffing solutions throughout the US. We take pride in 20 years of service to our clients, our hiring managers, our consultants, and our local community. Aquinas is an affirmative action, equal opportunity employer and committed to considering all qualified applications without regard to race, genetic information, sex, age, color, religion, national origin, veteran status, disability or any other characteristic protected by law. www.aquinasconsulting.com
