Job Description

Job Description

Job Description

Job Description:

Premier Managed IT Service Company that delivers IT products and services to small businesses in the New York metro and Georgia area, is looking to add a Help Desk Dispatcher in our Atlanta office. We are looking for the best and brightest; a hardworking and dedicated individual to join our growing team. The Help Desk Dispatcher is responsible for attaining maximum utilization of internal and field technical resources through daily dispatch of service requests. Dispatcher will perform service request intake from clients; assign, schedule, and dispatch service engineers for remote or onsite service according to impact and urgency. Strong client relations are a must.

We demand people who:
· Care about our clients
· Are passionate about what they do
· Are team players, and willing to help other team members
· Believe in doing things right the first time
· Are dedicated to continual improvement
· Embody positivity

Everyday Duties

• Act as the single point of contact to the client for all types of service request
• Coordination of all IT support groups to ensure maximum utilization of billable resources
• Assist with the Triage process where needed
• Schedule internal and field technical resources in our 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 outages where needed
• Ability to work in a team and communicate effectively
• Improve usage and increase productivity of IT support resources
• Escalate service request where applicable following our companies escalation process
• Enter all work as service tickets into ConnectWise

Knowledge, Skills, and Abilities:

• Basic computer and operating system knowledge
• Interpersonal skills: such as telephony skills, communication skills, active listening and client-care
• Ability to multi-task and adapt to changes quickly
• Technical awareness: ability to match resources to technical issues appropriately
• Service awareness of all organization key IT services for which support is being provided
• Provide and maintain superior customer experience through effective ongoing
• Superior communication skills
• Highly self-motivated and directed
• Ability to effectively prioritize and execute tasks
• Good understanding of the organization's goals and objectives
• Experience working in a team-oriented, collaborative environment
• Ability to absorb and retain information quickly
• Ability to present ideas in user-friendly language
• Proven analytical and problem-solving abilities
• Customer service orientation (Previous customer service experience a plus)

Education Requirements:

• Associates degree preferred --- Students welcome
• A + or other tech certifications a plus

Job Type: Full-time

Salary + Benefits:

• $40,000.00 - $45,000.00 /year

Some of Our Benefits include

• Paid Time Off (PTO)
• Access to 401K
• Subsidized individual & family health, dental, and vision insurance plans
• Ongoing company-funded professional development & education allowances
• Bonus potential to be determined at a later date
• Much more!

RCS Professional Services is a leader in IT Managed Services. We partner with our clients and lead, manage, and support their IT infrastructure needs. We take a completely different approach that offers predictable results for a predictable fee. We minimize and stabilize business IT costs and risks and allow our customers to focus on what they do best. We are building a World Class IT support company.

Company Description

RCS Professional Services is a leader in IT Managed Services. We partner with our clients and lead, manage, and support their IT infrastructure needs. We take a completely different approach that offers predictable results for a predictable fee. We minimize and stabilize business IT costs and risks and allow our customers to focus on what they do best. We are building a World Class IT support company.

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