IT Help Desk Coordinator

3 days ago


Marietta, Georgia, United States RCS Professional Services Full time
Job Overview

RCS Professional Services is seeking a highly skilled Help Desk Dispatcher to join our team in Atlanta. As a Help Desk Dispatcher, you will be responsible for coordinating IT support services, ensuring maximum utilization of internal and field technical resources. You will perform service request intake, assign, schedule, and dispatch service engineers for remote or onsite service according to impact and urgency.

Key Responsibilities:

  • Act as the single point of contact for clients for all types of service requests
  • Coordinate 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
  • Communicate with clients as required, keeping them informed of incident progress
  • Ability to work in a team and communicate effectively
  • Improve usage and increase productivity of IT support resources
  • Escalate service requests where applicable following our companies escalation process
  • Enter all work as service tickets into ConnectWise

Requirements:

  • 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 communication
  • 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)

Benefits:

  • 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

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