Operations Support Specialist

1 week ago


Norwalk, Connecticut, United States Desktop Guerrillas Full time
Job Description

About Us: Desktop Guerrillas is a Managed Service Provider (MSP) dedicated to delivering exceptional IT support to businesses, primarily in the legal and financial sectors. We take pride in our high-quality service and swift response times, and we are currently seeking an Operations Support Specialist to enhance our operational efficiency.

As part of our compact team, you will have the chance to influence our company's trajectory and propose as well as implement process enhancements for the benefit of all.

Key Responsibilities

Service Request Management

Handle incoming service requests via our Professional Services Automation (PSA) system. Allocate and dispatch technicians based on their availability, expertise, and the urgency of the request, determining if an on-site visit is necessary. Escalate complex or unresolved matters to the technical manager.

Offering Management

Engage with vendors to ensure accurate billing and assist in integrating new services into our systems. Review our clients' monthly software services to verify that counts are precise.

Client Relations

Maintain communication with clients and technicians throughout the service process, providing updates, feedback, and follow-ups. Assess technicians' time entries for accuracy and clarity, refining wording and correcting grammar as needed. Collaborate with the technical manager to streamline the invoicing process and address client billing inquiries.

Inventory Management

Oversee our office space and stock room, ensuring equipment is organized. Collaborate with our external bookkeeping team by uploading receipts, purchase orders, and client payments. If interested, assist with staging equipment for configuration.

Documentation Support

Work alongside technicians to ensure that documentation remains current and accurate.

Qualifications:

  • Outstanding organizational abilities
  • Excellent judgment and resourcefulness
  • Capability to multitask, prioritize, and perform under pressure
  • Strong problem-solving and troubleshooting skills
  • Experience in dispatch and office management
  • Proficient in Microsoft Office and service management software
  • Familiarity with IT terminology, systems, and processes
  • Attention to detail and precision
  • Customer-focused and a team player
  • Passion for exceeding expectations for both clients and colleagues

Preferred Qualifications:

  • Associate's degree or higher
  • Prior experience in an MSP environment
  • Proficiency in using a ticketing system and dispatching software (experience with Connectwise Manage is a plus).

Compensation: Starting from $72K annually. Candidates with significant and relevant experience may be considered for a higher salary.

Benefits:

  • Matching 401(k)
  • Health insurance options (including dental and vision)
  • Life insurance
  • Paid time off

Work Schedule: Monday to Friday, 8:30 AM to 5:00 PM.

We look forward to hearing from you.



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