IsI is seeking a motivated and detail-oriented individual to play a crucial role in our IT department. As the IT Service Coordinator/Dispatcher, you will be the linchpin that ensures seamless communication and coordination between our clients and technical team. If you thrive in a fast-paced environment, possess excellent communication skills, and are passionate about delivering top-notch IT services, we want to hear from you! This is your chance to make a significant impact in a company that values innovation, teamwork, and professional growth. This position reports to the IT Operations Manager.

Duties/Responsibilities

• Primary responsibility is overall resource coordination, not direct technical support
• Responsible for triaging and assigning the requests to appropriate groups
• Responsible for collecting information by listening and asking relevant questions to determine types of calls, ticket priority levels and triage criteria
• Ensure tickets are efficiently assigned by monitoring resource schedules for availability and capability to work tickets
• Communicate with customers as required via phone or ticketing system
• Provide clear information to IT personnel
• Review tickets for quality control
• Process all tickets within SLA guidelines and follow procedural requirements
• Performs other duties as assigned.
• Document, track, and evaluate work completed on support request tickets
• Generate daily reports and custom data for IT Operations Manager and Support Staff
• Assist in transition and communication of ticket escalations
• Maintain service board organization & structure
• Collaborate with internal teams and members to deliver solutions that exceed client expectations
• Receive and log service requests from end-users via phone & service ticket
• Gather detailed information about the nature of the technical issue, including its urgency and impact on the user
• Evaluate service requests to determine their priority and urgency
• Collaborate with IT team members to assess resource availability
• Assign service requests to appropriate IT technicians based on team assignments, skills, and availability
• Follow through on timelines and meet expectations for the support lifecycle
• Conduct daily evaluations of outstanding support requests to ensure SLA's are being met
• Document any tickets that require actions such as follow-ups, escalations, or added resources
• Provide Daily Reports to Support Technicians & to IT Operations Manager
• Ensure that all required fields are being filled out on support tickets
• Act as a point of contact between end-users and internal resources
• Identify and escalate critical or high-priority issues to the IT Operations Manager & Support Team Leads for immediate attention
• Contribute to client knowledge base when necessary and assist in creation of SOPs

• US Citizenship Required
• 2 years working in an IT Role/Environment
• 3-4 years of Direct Customer Service Experience
• Knowledge of NIST 800-53, NIST 800-171, NIST 800-172 and CMMC Levels 1, 2, and 3
• Basic Knowledge of infrastructure technology including public and private cloud concepts such as Software as a Service (SaaS), Platform as a Service (PaaS), Desktop as a Service (DaaS), and Infrastructure as a Service (IaaS)
• Knowledge and use of Microsoft 365 Applications
• Basic Knowledge of Microsoft 365 Commercial, Microsoft 365 Government Cloud (GCC/GCC-High), Exchange 2007-2016, Exchange Online, One Drive for Business, Microsoft Teams, Microsoft Intune
• Basic Knowledge of MS Azure Active Directory, Office 365 Suite Admin, Multifactor Authentication, G-Suite, Windows Server, DNS, VPN Connections, Ticketing Systems, Antivirus Software, Advanced Threat Management Tools, Privileged Access Management, Mobile Device Management, Apple Business Manager
• Experience creating and managing SOPs
• Experience with Service Level Agreements
• Exhibit professionalism in the workplace
• Strong customer relationship skills
• Strong organizational skills, and attention to detail
• Strong oral and written communication skills
• Ability to work independently and as part of a team
• Exhibit critical thinking, logical problem-solving ability, and a willingness to learn
• Exhibit attention to detail and ability to work effectively in situations involving uncertainty or lack of information
• Comfortable working in a high-paced environment
• Able to prioritize with minimal guidance to meet/exceed deadlines
• A willingness to think outside of the box to provide innovative solutions for clients
• Ability to solve challenging technical business problems

• BS Degree in Information Technology or related field, or equivalent work or military experience
• ITIL v 4.0 Certification
• CompTIA A+, Net+, Sec+ Certifications
• Microsoft 365 Certified: M365 Fundamentals, Messaging Administrator Associate, Teams Administrator Associate, Security Administrator Associate, Teamwork Administrator Associate, Enterprise Administrator Expert, and Modern Desktop Administrator

• The salary range for this role is $45,000-$50,000
• Opportunity for Hybrid work
• A competitive salary and benefits package
• A casual, friendly, and relaxed work environment
• Professional growth encouragement and support