IT Dispatcher

Fisher's Technology
Fisher’s mission is to make our customers extremely happy through technology offerings and services that maximize business efficiency and performance. And we do all that while having a great time and loving our work. Fisher's Technology has been selected as one of the “Best Places to Work in Idaho” for the last fifteen years.

Fisher’s is a leading technology provider in Idaho, Montana, Utah, & Washington to help businesses perform at the top of their game. We manage IT environments (servers, cloud environments, network equipment, computers, mobile devices, applications, Cloud, VoIP, and internet services), sell and service office equipment (from Canon, Konica Minolta, HP, OCE and many others), and streamline business operations with electronic document management and related software solutions. Learn more at www.fisherstech.com.

Position Summary
Fisher’s IT Team is seeking a qualified individual to fill our IT Dispatcher position. The IT Dispatcher will receive and evaluate IT support requests via email, phone and/or other methods and schedule IT Technicians to perform client and internal IT support and maintenance. This position has frequent contact with customers, IT managers, Fisher’s peers, and vendors.

Roles & Responsibilities

• Receiving and evaluating support requests; including evaluating ticket priority level and generating IT service tickets.
• Schedule and monitor service tickets within the PSA (Professional Services Automation) system, maintain service level compliance, and coordinate ticket escalations as needed.
• Maintain clear and timely communication with end-users, technicians, TAMs, supervisors/managers, and other relevant stakeholders on the creation, status, completion, and follow-up of tickets.
• Coordinate with customers via phone, email, ticketing system, or other to schedule tickets in accordance with customer and technician availability.
• Provide guidance and support to customers and team members for quality assurance on ticket documentation and service completion.
• Responsible for achieving performance metrics determined by management.
• Responsible for individual professional development utilizing resources provided by Fisher’s Technology, completing assigned trainings on expected timelines outlined by management.
• Offer exceptional customer service by being thorough and detail oriented, often exceeding expectations and working with customers and team members to ensure satisfactory resolution of tickets.
• Partner with other Fisher’s teams to support a variety of tasks within IT as determined by management.

Qualifications

• 3 years of customer service experience required.
• Preferred certifications for IT dispatching in an MSP (Managed Service Provider), but not required.
• Experience with managed business devices (firewalls, computers, network equipment, etc.) preferred but not required.
• Be familiar with Microsoft office suites (Outlook, Teams, & Word). Additional training will be provided as necessary.
• Proven written and verbal communication skills.
• Ability to multitask and make decisions in a complex, dynamic work environment.
• Maintain collaborative, professional, cooperative, and effective working relationships with others.
• Be friendly and engaging when communicating with customers and fellow team members.

Fisher’s Technology offers an extensive benefits package that includes the following:

• Medical, Dental, & Vision Insurance
• Life Insurance
• Additional Voluntary Life Insurance
• Paid Time Off
• Paid Holidays & Extra Floating Holiday
• 401(k) & 401(k) Matching
• Employee Assistance Program
• Flexible Spending Account
• Health Savings Account
• Hospital Indemnity
• Short & Long Term Disability Insurance
• Accident & Critical Illness Insurance