IT Helpdesk Coordinator - Austin Share:
Compensation
Benefits
Employment Type
$22.00 - $26.00 Hourly
Medical, Dental, Vision, Retirement Savings
Full-Time
Description
About ROBO: ROBO is a fast-growing IT service provider located in Austin, TX and a new office in Vancouver, WA. We pride ourselves on doing two things: delivering exceptional customer service and developing elite technical talent. If you-re looking for a chance to grow and thrive on technical challenges to solve, we-re your dream come true.
ROBO Culture: ROBO is founded on its 5 core values: Endless Learning, Caring is Our Superpower, Own the Problem, Follow Up & Follow Through, and Adapt and Overcome. ROBOs live out the core values every day and are fanatical about providing the best customer service. At ROBO we are passionate about our employees, helping them develop their skill and knowledge to reach beyond their potential.
Position Summary: The Helpdesk Coordinator will be responsible for triaging, prioritizing, and scheduling our technicians to conduct billable activities for our clients through our ConnectWise ticketing system. The Dispatcher will also need to document technical problems and effectively utilize the ConnectWise ticketing system. To be successful, the Dispatcher must be an excellent communicator with the ability to work in a fast-paced environment.
Benefits:
- Medical, Dental and Vision Insurance
- 401k with company match
- Paid time off and holidays
- Parental leave
- Professional Development Assistance
Responsibilities
- Prioritize and schedule technician workloads based on urgency, client needs, and available resources
- Dispatch technicians to client sites based on their technical expertise and geographic location
- Track technician progress and provide updates to clients as needed
- Document technical problems in our ConnectWise ticketing system
- Follow up with clients to ensure their technical issues have been resolved
- Collaborate with the managers to optimize technician schedules and resources
Qualifications
- Proven experience in a Coordinator, Dispatcher or Scheduling role
- Ability
to work on multiple priorities and/or projects simultaneously
- Task-driven
and urgent
- Detail-oriented
and organized
- Phone and computer experience preferred
- Customer service experience preferred
- Experience with ConnectWise ticketing system or similar ticketing system
- Comfortable working in a fast-paced environment
- Familiarity with IT managed services is a plus
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