Job Summary:
As an IT Field Technician Dispatcher at GMS IT Support Services, you play a crucial role in coordinating and scheduling field site visits, dispatching and verifying availability of field technicians to address urgent and high priority tickets for various IT issues reported by our fast-food restaurant locations nationwide. This position is central to maintaining our commitment to providing outstanding IT services, with a specific focus on efficient resolution of IT-related problems and meticulous management of hardware order verification and ticket accuracy.
Key Responsibilities:
Dispatch Management: Efficiently schedule and dispatch field technicians as needed to service tickets. Ensure optimal resource allocation based on urgency, location, and hardware availability.
Communication: Serve as the main liaison between the field team, IT management, and the hardware team ensuring fluid and effective communication.
Record Keeping and Ticket Updates: Assist in ensuring detailed and accurate records of dispatches, service calls, technician reports, customer feedback, and regularly update service tickets. Utilizing GPS, dispatch and ticketing software for tracking and reporting.
Hardware Order Verification: Oversee the verification and tracking of hardware orders and notify technicians when hardware has arrived onsite for installation. Work with the Hardware team to ensure that necessary equipment and parts are available and dispatched correctly for service calls.
Team Coordination: Collaborate with the IT Service Desk and other IT support teams to identify ongoing issues and trends for improved service delivery.
Team Performance and Market Support Trends: Analyze incoming tickets per region as well as technician performance, utilization and dispatch efficiency, prepare reports for the IT Director, and suggest improvements.
Emergency Response: Manage emergency dispatch situations with urgency and efficiency, modifying technician assignments to prioritize critical issues and notifying requesters of ETAs.
Qualifications:
Minimum of 3 years of experience in an IT support or dispatch role, preferably in a multi-site environment.
In-depth knowledge of IT systems, hardware, software, and networks.
Proven ability in organizational, multitasking, and record-keeping skills.
Excellent communication and interpersonal abilities.
Experience with dispatch software, ticketing systems, and hardware order processing.
Ability to work in a high-pressure environment and adapt to dynamic situations.
Strong problem-solving skills and meticulous attention to detail.
What We Offer:
Competitive salary and benefits package.
Opportunities for professional growth and advancement within a dynamic company.
A supportive and collaborative work environment.
Comprehensive training and development programs.
GMS IT Support Services is committed to equal opportunity employment and values diversity in its workforce.
Job Type: Full-time
Pay: $20.00 - $23.00 per hour
Expected hours: 40 – 45 per week
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
Experience:
Ability to Commute:
- Sugar Land, TX 77478 (Required)
Work Location: In person