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Michell Consulting Group Hiring for IT Help Desk Dispatcher Job at Miami, FL Full Time
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The Role
The Rewards
Who We Are
What We Do
What We Believe
EOE Statement
Michell Consulting Group is committed to a diverse and inclusive workplace. Michell Consulting Group is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or another legally protected status. Our inclusive culture empowers MCG to deliver the best results for our customers. We not only celebrate the diversity of our workforce, but we also celebrate the diverse ways we work. If you have a disability and need accommodation regarding our recruiting process, please let us know.
LOCAL CANDIDATES ONLY
Job Title: IT Help Desk Dispatcher
Job Type: Regular Full Time (M-F 8:30 am – 5:30 pm)
Career Status: Professional
Compensation (DOE): $45,000 – $55,000
Department: Managed Services
Expected Travel:
Location: Local, On-Location
Reports to: Service Manager
The Role
The IT Help Desk Dispatcher is responsible for attaining maximum utilization of internal and field resources through daily dispatch of service requests by both monitoring and managing incoming client requests so that they can be dispatched to the appropriate resource.
What You’ll Do
- You will act as the single point of contact to the customer for all types of service requests.
- Call each customer back as service request arrive within the hour.
- Coordinate all support groups to ensure maximum utilization of billable resources.
- Pre-process service requests as they arrive through email, manual entry, or direct customer input.
- Schedule internal and field resources on the ConnectWise dispatch portal.
- Monitor resource schedules to ensure prompt time entry on service requests.
- Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes, and agreed outages.
- Improve customer service, perception, and satisfaction.
- Fast turnaround of customer requests.
- Ability to work in a team and communicate effectively.
- Improve usage and increase the productivity of support resources.
- Escalate service requests that cannot be scheduled within agreed service levels.
Who You Are
At MCG, our core values and culture’s DNA are based on encouraging and rewarding team players that have a high-energy, unbreakable positive attitude with the ability to develop strong relationships with the team, customers, and partners. If this describes you and the following are your personality traits, you will thrive with us.- BA/BS degree in Computer Science or related field, or equivalent technical experience/training
- 5+ years of IT Help Desk customer service or related experience
- Basic computer and operating system knowledge.
- Interpersonal skills: such as telephony skills, communication skills, active listening, and customer care.
- Ability to multi-task and adapt to changes quickly.
- Technical awareness: the ability to match resources to technical issues appropriately.
- Service awareness of all organization’s key services for which support is being provided.
- Understanding of support tools, techniques, and how technology is used to provide services.
- Typing skills to ensure quick and accurate entry of service request details.
- Self-motivated with the ability to work in a fast-moving environment.
The Rewards
- 100% employer-paid health coverage including Medical, Dental, Vision, Life Insurance, Long Term Disability.
- GAP Health Insurance/Plan.
- Unlimited Paid Time Off – After 90 days.
- 401k retirement plan with 40% company match (dollar per dollar).
- 10 paid holidays.
- 16 weeks of paid maternity/adoption leave.
- 6 weeks of paid paternity/adoption leave.
- Child sponsorship for extracurricular activities.
- Tuition assistance.
- Certification Exam Reimbursement plus Certification Bonus.
- Other Perks: Free Daily Lunches, Free on-premises Fitness Center, Wellness Program, Birthdays Off.
Who We Are
We are a team of passionate people who care about business strategy just as much as we care about technology innovations. We use our talents to help drive your organization to levels never reached before.
What We Do
Michell Consulting Group is a leader in the technology industry with experts that provide best-in-class business solutions to small and midsize industries. From Enterprise Resource Planning (ERP) Custom Solutions and Custom Software Development to Managed IT Services, Certified Information Security (InfoSec), and Cybersecurity, our team has the experience to provide real solutions to your IT challenges.
What We Believe
At MCG, we always put our customers and employees first. In doing so, we have been able to create family-like bonds with one another, which in turn, has made this company a “home away from home” for so many.
EOE Statement
Michell Consulting Group is committed to a diverse and inclusive workplace. Michell Consulting Group is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or another legally protected status. Our inclusive culture empowers MCG to deliver the best results for our customers. We not only celebrate the diversity of our workforce, but we also celebrate the diverse ways we work. If you have a disability and need accommodation regarding our recruiting process, please let us know.
LOCAL CANDIDATES ONLY
The statements above are intended to describe the general nature and level of work being performed by people assigned to this job. Other duties may be assigned as needed.
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