IT Dispatch

We are seeking a dynamic and experienced IT Dispatcher to join our team. This role is one of the most crucial roles to MHD's support operations. IT Dispatch undertakes administrative functions and serves as a clearinghouse of information and requests for service and issues related to computer desktop and network troubleshooting, information systems support, telecommunications support, audiovisual support, IT training and records management. 

Key Responsibilities:

• Collect information by listening and asking questions of customers to determine types of calls, assign priority levels, and dispatch criteria
• Provide clear information to IT personnel regarding types of calls and to end users regarding status of requests
• Ensure efficient coordination, prioritization, and scheduling of technician activities to ensure that the Service Level Agreement (SLA) is being adhered to
• Ensure that all tickets are efficiently dispatched and routed
• Document service level performance metrics and distribute to management on a timely basis
• Maintain ticket time entries as work is being done 
• Always maintain excellent communication and relationships with clients and team members

Qualifications:

• This role requires 1-3 years of IT support experience (MSP experience preferred) OR the work equivalent for dispatching for another field
• Experience with ConnectWise and/or other ticketing system is preferred but not required
• Proven ability to work independently as well as collaboratively in a team environment
• The ideal candidate will have excellent communication skills (both written and oral), is detail-oriented, a critical thinker, and is able to prioritize various responsibilities and manage time effectively
• Certifications are not required. However, basic certifications from such organizations as CompTIA (ITF , A , Network ), Cisco (CCT, CCNA), and Microsoft (MS365 Fundamentals, MTA) will be welcomed accordingly. 

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance plans.
• 401(k) plan with company match.
• Paid time off and holidays.
• Professional development opportunities.
• A dynamic and collaborative work environment.