Dispatch Technician - Tolar Systems

Duties & Responsibilities

Primarily: 

• Dispatch new tickets and help to coordinate priorities with the rest of the team.

  • Accept calls from Service Queue, assess the urgency, create a service ticket, and determine if immediate intervention is warranted. 

• Maintain tickets and ticket ques for accuracy to meet Service Level Agreements (SLA).

• Communicate with the Tolar team in Microsoft Teams.

• Update tickets on a real-time basis with time worked with detailed notes.

• Develop & adhere to documentation for common tasks.

Secondarily:

• Work Level 1 (basic) Support issues submitted to the helpdesk working to resolve in less than 30 minutes before escalating.

• Install hardware, software and device drivers on standalone computers.

• Test computers peripherals, hardware and software to ensure that they are working appropriately.

• Install and configure monitors, keyboards and printers

• Troubleshoot hardware and software problems

• Work with the team to help pick up and drop off machines, make deliveries, move tech equipment, and other ad hoc needs.

Experience/Skill Level Required

• High school diploma or GED is required.

• Bachelor’s or Associate’s degree in Computer Science or a related field is helpful. 

• Work experience will be accepted in lieu of formal education. 

• Certifications such as CompTIA or in Microsoft are an added bonus.

• 1-3 years related Computer Technician experience is useful.

• Administrative experience is a plus. 

• An ability and desire to occasionally be “on-call” during evening and weekend hours when business requires it.

• High level of drive and desire to complete tasks in a timely manner.

• Able to work collaboratively with a team as well as diligently independently.

Aptitude & Interpersonal Skills

The overall mission for the Dispatch Technician is to solve clients’ issues as quickly and efficiently as possible to uphold Tolar’s excellence in technology and in client services. You’ll be successful in this role if you have:

• Strong interpersonal skills – active listening, relationship-building, problem solving/decision making, verbal/written communication.

• Strong drive – are self-motivated, able to be a self-starter but also a supportive team-player.

• A high level of customer service and professionalism in a fast-paced environment.

• Proven ability to multitask, prioritize, organize, and follow-through.

• The ability to adapt to changes quickly.

• Basic technical awareness: the ability to match resources to technical issues appropriately.

• An 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.

• An eagerness to learn, grow in your career, and embrace a continuous learning environment.  

All your information will be kept confidential according to EEO guidelines.