IT Service Dispatcher / Tier 1 Helpdesk Job Description

*Job Posting: IT Service Dispatcher*
*Location:* Work from Home (Remote)
*Shift:* Monday to Friday, 5am-1pm Pacific Standard Time (PST), US
*About Us:*
We are a leading Managed IT Service Provider based in Portland, Oregon. We pride ourselves on delivering efficient and professional IT support to our clients. As we continue to grow, we are looking to expand our team with dedicated and enthusiastic IT professionals.

Position Overview: The IT Service Dispatcher / Tier 1 Helpdesk role is a dual-function position responsible for managing and dispatching service requests to appropriate IT personnel while providing first-line technical support to users. This role ensures the timely and efficient resolution of IT-related issues, prioritizes service requests, and maintains a high level of customer satisfaction.

Key Responsibilities:
Service Dispatching:
Receive, log, and manage incoming service requests via phone, email, or ticketing system.
Assess the urgency and complexity of each request and assign it to the appropriate IT technician or team.
Monitor the status of open tickets and ensure timely resolution by following up with technicians and users.
Maintain accurate records of service requests, actions taken, and resolutions in the ticketing system.
Tier 1 Helpdesk Support:
Provide first-line technical support to end-users, including troubleshooting hardware, software, and network-related issues.
Assist users with password resets, software installations, and basic IT inquiries.
Escalate more complex issues to Tier 2 or Tier 3 support when necessary, providing detailed documentation of the issue.
Educate users on basic IT practices, such as data backup, cybersecurity, and proper use of IT resources.
Customer Service:
Serve as the primary point of contact for IT-related inquiries, ensuring a positive customer experience.
Communicate effectively with users to understand their issues and provide clear instructions and updates.
Manage customer expectations by providing realistic timelines and follow-up on unresolved issues.
Documentation and Reporting:
Document troubleshooting steps and solutions in the knowledge base for future reference.
Generate reports on service request trends, response times, and customer satisfaction.
Contribute to the development and improvement of IT processes and procedures.
Coordination and Collaboration:
Work closely with other IT team members to coordinate the resolution of issues and share knowledge.
Participate in team meetings and training sessions to stay updated on new technologies and procedures.
Other Duties:
Perform other related duties as assigned by the IT Manager or Operations Manager.
Continuously seek to improve technical skills and knowledge through training and certifications.

Qualifications:
* Experience:
* 1-2 years of experience in a technical support or dispatch role.
* Experience with IT service management (ITSM) tools and ticketing systems.
* Skills:
* Excellent organizational and multitasking abilities.
* Strong communication and interpersonal skills.
* Basic understanding of IT concepts and troubleshooting techniques.
* Proficiency in using ITSM tools and software (e.g., HaloPSA, ConnectWise, ServiceNow, Jira, Zendesk).


*How to Apply:*
Interested applicants are requested to email their updated resume along with a brief cover letter and video intro detailing their relevant experience to lianne@bytagig.com. Please use the subject line: "IT Service Dispatcher - [Your Full Name]".
Only shortlisted candidates will be contacted. We appreciate your interest and thank all applicants in advance.