Dispatch Technician - Tolar Systems
Tolar Systems, Inc. was established in 1999 as an IT professional services company to support increasingly advanced technology needs for businesses. Our team draws from 20+ years of experience in each field. We specialize in technology convergence in the financial and oil/gas verticals. Our core expertise centers around helping clients securely communicate data and voice to users in all situations.
We believe in:
CUSTOMERS FIRST: We deliver what customers need, not what gains us most. We treat customers’ business as our own.
FOLLOW THE GOLDEN RULE: We deliver the kind of service we want to receive.
INTEGRITY: We tell the truth, always. In hard situations we do the right thing, not the easy thing.
PASSION: We care deeply. We fight to help clients go further, do better, and create new possibilities.
GENEROSITY: Our team members are empowered to be generous to clients, coworkers and in all aspects of their lives.
PROACTIVE: We focus on driving future results, not just solving current problems. Prevention is better than any cure.
We look for in a Team Member:
HUNGRY: Driven to learn more and better themselves. Natural drive to learn more and help move Tolar forward.
HUMBLE: Team player who isn’t afraid to admit a mistake and learn from it in the future. No one is an expert in everything, we are strongest as a team.
SMART: Emotional IQ with the ability to interact well with others.
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.