Job Description

Company Overview 

ParksideTech is an IT services and solutions company that specializes in working with businesses throughout Arizona to assess, recommend, implement and support IT solutions. With over 60 years of combined IT experience working with companies of all sizes, from small businesses to publicly traded corporations, ParksideTech is the perfect IT partner. Our expertise covers all our customers' IT needs. 

Position Summary 

The Dispatcher plays a crucial role in coordinating and managing service requests within the organization. They are the first point of contact for clients, triage incoming issues, and ensure efficient resolution by assigning tasks to the appropriate technical team members. The role requires strong communication, multitasking, organization, documentation and problem-solving skills, along with the ability to remain calm under pressure. 

Duties & Responsibilities 

Dispatch/Scheduling: 

• Sending technicians, vehicles or equipment to appropriate locations according to predetermined schedules, customer requests or immediate needs. 
• Prepare daily work schedules and modify as needed. 

Ticket Management: 

• Receive, prioritize, assign and follow up on service requests (tickets) to appropriate technicians.

Communication: 

• Act as a primary point of contact for clients, providing updates on ticket status and ensuring clear communication between clients and the technical team.
• Gather information from callers and prioritize calls and tickets based on responses 
• Relay information, such as work order specifics, equipment or materials needed and background information, to and from technicians and clients 

Problem Solving: 

• Troubleshoot basic issues and escalate complex problems to the appropriate team members.
• Appropriately prioritize all available resources to meet client expectations. 

Coordination: 

• Ensure that on-site service requests and tickets are resolved efficiently and within agreed-upon service level agreements (SLAs).
• Manage all on-site scheduling requests and communicate properly with customers and technicians to ensure efficient resolution. 

Process Improvement: 

• Identify areas for improvement in the dispatch process and work to streamline operations.

Documentation: 

• Work with the Support Team to maintain accurate and detailed records of all service requests and their resolutions.
• Emergency Response: 
• Handle urgent situations, such as server outages or security breaches, by quickly engaging the necessary resources. 
• Other responsibilities as needed or assigned. 

Qualifications, Skills & Abilities 

Technical Proficiency: 

• Understanding of IT concepts, common software, and hardware issues.
• Ability to expertly navigate and operate O365, including Teams, Outlook, Calendar, as well as ticketing and customer management systems. 

Communication Skills: 

• Excellent verbal and written communication skills for interacting with clients and team members.
• Problem-Solving Skills:
• Ability to analyze situations, identify root causes, and determine appropriate solutions.

Multitasking:

• Ability to manage multiple tasks and prioritize them effectively.

Customer Service Skills:

• Ability to provide excellent customer service and maintain positive client relationships.

Time Management:

• Ability to work efficiently and meet deadlines.

Stress Management:

• Ability to remain calm and composed under pressure. 
• Valid driver’s license and state required insurance. 

Education & Experience 

• High School Diploma required. Bachelor's degree in a relevant technical field or possess equivalent work experience is strongly preferred. 
• 2+ years' proven successful experience as a Dispatcher. 
• 2+ years proven successful experience with Office Administration. 

Physical Requirements 

• Sit for long periods. 
• Ability to engage in repetitive motion. 
• Communicate effectively. 
• Standard Office Work Environment. 
• Frequent exposure to pressure caused by deadlines and busy periods. 
• Ability to lift and move up to 25 pounds at a time. 

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