Helpdesk Dispatcher

NET Xperts LLC is a company specializing in IT systems design and management. They are seeking a Helpdesk Dispatcher to manage and maintain the health and security of computer systems, provide technical assistance to users, and resolve hardware and software issues.

Responsibilities

• Configure and manage monitoring systems to detect issues like low disk space, failing hard drives, and patching issues
• Respond to alerts generated by the monitoring system, collaborating with other teams to resolve issues efficiently
• Install and configure agent software on client computers for monitoring and management purposes
• Remove agent software from retired computers
• Set up new PCs for clients
• Assist end users with technical issues over the phone
• Diagnose and resolve backend systematic problems like blue screen errors
• Ensure all PCs receive regular updates, including feature updates and operating system upgrades
• Deploy and configure antivirus software on desktops and laptops
• Monitor antivirus status and address any issues
• Work with other teams to troubleshoot and remediate virus/spyware/malware infections
• Answer customer calls, emails, and chat, create tickets for any reported issues
• Assign tickets to appropriate resources as needed
• On occasion, go to the customer location to install equipment

Skills

• An Associate Degree from a technical college or institution, or certifications from HP, CompTIA, and/or Microsoft are required
• 6 months or more of hands-on technical experience in a professional environment
• 1 year or more of customer service experience, preferably involving responding to customer phone calls
• Previous training and hands-on experience with Microsoft Windows 10 and 11 operating systems
• Customer service training and experience
• Technical hardware and software troubleshooting in a professional environment
• Earn new certifications as part of the ongoing job requirement
• Have a valid and current driver's license
• Must be able to pass a series of background checks
• Must have a current and valid driver's license with proof of insurance
• You must also have reliable transportation in the event you start or end your day in the field
• Experience/training answering customer phone calls
• Training/experience with antivirus software
• Basic knowledge of network infrastructure equivalent to or greater than needed to pass the CompTIA A+ certification
• Basic knowledge of Azure
• Basic knowledge of Microsoft 365
• Experience with monitoring tools and technologies

Benefits

• Medical, Dental, Vision, and Life Insurance, in which the majority is paid by the employer.
• Additional Life, AD&D, and Disability insurance are also available.
• Paid Time Off (Holidays, Bereavement, Maternity/Paternity, Charity Days, etc.)
• Retirement plan, including an IRA Match
• Training and certification benefit
• FREE Parking, Jean Days, Lunches, Healthy Snack Program, etc.
• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Retirement plan
• Vision insurance

Company Overview