Maniilaq Association 03/24
Title: IT Dispatcher I/ II/III Range: 13, 13+2steps, 13+3steps Division: Information Technology Status: Non-Exempt Housing Priority: None Covered: Yes
POSITION SUMMARY
This person will be the first point of contact for the Information Technology (IT) division as a Tier-I support. The IT Dispatcher is a generalist with a broad understanding of the IT division and would identify the customer’s needs and provide tips on how to manage a problem. The IT Dispatcher will receive all IT incoming calls, utilizes the IT work order system to classify and record the concerns, and dispatches them accordingly. If the IT Dispatcher is not able to resolve the issue, they classify the problem and pass it on to the appropriate Tier-II employee. At this point, an issue tracking ticket is created using the work order system. Other duties include general office functions.
PRINCIPAL DUTIES AND RESPONSIBILITIES
1. As a Tier-I support the IT Dispatcher will perform initial troubleshooting duties such as password resets and new employee account creation.
2. As a Tier-I support the IT Dispatcher receives all IT trouble calls, gather all information and utilizes the work order system to classify and record concerns, and dispatches the calls accordingly.
3. Will provide all ordering of office materials for the IT division.
4. Set up all travel arrangements for the IT division.
5. Assist with purchase requisitions, check requisitions, and travel requisitions.
6. Is responsible for the IT timesheets – collecting, input data, and maintenance.
7. Is responsible for all IT Logs – Sign in/out, vehicle, and equipment receiving.
8. Assist in the procurement processes.
9. Assist in maintaining the Active Directory.
10. Prepares monthly Corporate Credit Card report for the CIO.
MINIMUM REQUIREMENTS
IT Dispatcher I High school diploma or equivalent. One-year computer experience and/or completion of computer technology course. Have the ability to operate a computer database and dispatch calls. Have the ability to answer phones and communicate clearly. Have the ability to operate office equipment.
IT Dispatcher II All the requirements of IT Dispatcher I. Trained in computer maintenance and troubleshooting techniques. Two (2) years in IT support experience. (+2 steps) IT Dispatcher III All the requirements of IT Dispatcher I/II. Certified in computer maintenance and troubleshooting techniques. Three (3) years in IT support experience. (+3 steps)
DISCLAIMER
The above statements are intended to describe the general nature and level of work being performed by the person assigned to this job. They are not intended as an exhaustive list of all responsibilities, duties, and skills required of personnel in this job, and the employer reserves the right to revise or change this description. This description does not constitute a written or implied contract of employment. To perform this job successfully, an individual must be able to satisfactorily perform each of the above essential duties and meet the physical demands. Reasonable accommodations may be made to enable individuals with disabilities to meet these conditions.
