What are the responsibilities and job description for the IT Service Dispatch position at Les Olson Company?
About Us
Les Olson Company is one of the fastest-growing and most capable technology service providers in the West. We're seeking a IT service dispatcher to join our Managed IT Services team. Les Olson Company does "I.T. the LOC Way": with talent, passion, and compassion, driving our continual growth and strong position in the market through superior service. If that sounds like the sort of team you'd like to join, read on!
What makes Les Olson different?
Unlike most technology companies, Les Olson has been in business for over 65 years. We're a family-owned company, and remain family-operated to this day. The company began at the Olson family dinner table and has since grown to over 300 employees spread across nine locations in two states.
We take great pride not only in offering attentive and effective service to our customers, but in providing our team members with an environment that enables growth and development, both professionally and personally. We invest in our team, working with each employee to design a fulfilling career path that grows and evolves as they do.
"Work/life balance" isn't just a meaningless buzzword at Les Olson. We are protective of our employees' personal time and make sure they have the resources they need to care for themselves and their families.
We offer:
- Paid Time Off
- Sick Days
- Paid Holidays
- 401k match Pension
- Full Medical, Dental & Vision HSA
- Mental health care coverage
- Life Insurance
- Local Volunteer Opportunities
What you'll do:
- Being the first line of defense for all incoming client traffic
- Assign service requests or tickets to engineers based on severity and engineer skill level
- Prioritizing issues dependent on severity and client
- Manage and organize engineers schedules so they are being efficient and ensure maximum utilization of billable resources.
- Assist in scheduling onsite visits for field engineers at various clients
- Scheduling and coordinating emergency onsite visits
- Handle scheduling all in-house IT needs
- Being the connection between all departments for scheduling and staffing needs
- Ensure that our support tickets are being completed according to our process
Required Qualifications and Expectations
- Basic computer and operating system knowledge.
- Interpersonal skills: such as video & telephony skills, communication skills, active listening and customer-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's key services for which support is being provided.
- Understanding of support tools, techniques, and how technology is used to provide services.
- 2 years of IT or customer service experience and/or relevant education.
- AA/AS, preferably in computer science or a related field; BA/BS preferred but not required.
- Typing skills to ensure quick and accurate entry of service request details
Hours: 8am-5pm, M-F, with possibility for overtime and on-call opportunities
Visit our website: lesolson.com
