Helpdesk Dispatcher

Please be advised that, in addition to dispatching tickets to the Technical Services Team, this role is an IT position. Candidates are required to possess the appropriate educational background and relevant technical experience for consideration.

Candidates are advised to thoroughly review the outlined responsibilities, as this position requires executing IT functions including configuring and maintaining computer systems, offering technical assistance to users, and resolving typical hardware, software, and connectivity concerns.

Company History

Founded in 2002, NET Xperts LLC has the expertise to design, implement, and manage IT systems that meet the needs of businesses in Western PA. Whether in need of Cybersecurity, Managed Services, or Cloud Services, we are experienced, Certified Professionals that can help develop technology business plans to meet any strategic business goal. We value our commitment to our strong relationships with clients and employees.

NET Xperts LLC is seeking a Helpdesk Dispatcher who will manage and maintain the health and security of computer systems, including monitoring for potential issues, responding to user issues, deploying and troubleshooting monitoring software, installing and supporting antivirus software, and handling incoming customer calls and creating tickets for their issues

What will you do? Responsibilities include, but are not limited to:

Monitoring:

• 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.

Deployment:

• 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.

Troubleshooting:

• Assist end users with technical issues over the phone.
• Diagnose and resolve backend systematic problems like blue screen errors.

Asset Compliance:

• Ensure all PCs receive regular updates, including feature updates and operating system upgrades.

Antivirus/Antispyware:

• 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.

Ticket Intake and Dispatching:

• Answer customer calls, emails, and chat, create tickets for any reported issues.
• Assign tickets to appropriate resources as needed.

Traveling:

• On occasion, go to the customer location to install equipment.
• Support is typically done remotely with the occasional visit to client sites. All work is dispatched from our Forest Hills office with access to a company vehicle.

Education And Experience:

• Education: An Associate Degree from a technical college or institution, or certifications from HP, CompTIA, and/or Microsoft are required.
• Experience: 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.

Skills/Job Requirements:

• Required: 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.
• Preferred: 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.

Key points about the ideal candidate:

• Technical Skills: Possess the necessary technical skills and experience.
• Communication Skills: Communicate effectively with both technical and non-technical audiences, both verbally and in writing.
• Adaptability: Work independently, in a fast-paced environment, and handle multiple tasks simultaneously.
• Organizational Skills: Will demonstrate strong organizational skills and attention to detail.
• Problem-Solving: Identify and solve problems effectively.
• Work Ethic: Has a strong work ethic and professional etiquette.

Miscellaneous:

• Work week, Monday–Friday, 8:00 am to 5:00 pm.
• Must be able to pass a series of background checks.
• Must have a current and valid driver’s license with proof of insurance. As an ongoing condition of employment, you must maintain a valid and current driver's license.
• Most client sites are within a 50-mile radius of Pittsburgh. You must also have reliable transportation in the event you start or end your day in the field. (Mileage/Parking reimbursed once a month).
• Although this is considered a hybrid position, out-of-state candidates are not encouraged to apply as there is a weekly in-office requirement. This program allows you to work from home up to 2 days per week, after a 90-day probationary period..

Benefits:

• Pay - $38,000.00 - $43,000.00 per year based on skill and experience
• Benefits consist of 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.

Classification:

• This is a Salary Non-Exempt position

Job Type: Full-time

Pay: $38,000.00 - $43,000.00 per year

Benefits:

• 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

Application Question(s):

• If you do not answer the question, your application will not be considered. This is an IT position. Do you have an Associate's Degree (Computer related) from a technical college/institution and/or certifications from HP, Microsoft, Comp TIA A+, etc., not in process but already earned? Do you have at least 6 months of hands on technical experience in a professional environment, not a home lab or working on a friends/family environment? Please explain. It is acceptable to have short answers, such as X degree from X school and X experience from X company. Thank you.

Experience:

• Customer service: 1 year (Required)

License/Certification:

• Driver's License (Required)

Ability to Commute:

• Pittsburgh, PA 15221 (Required)

Work Location: Hybrid remote in Pittsburgh, PA 15221