Salary: $19.90 – $29.84 Hourly
Location : Chaska Government Center, MN
Job Type: Full-Time
Job Number: 02430-2
Division: Public Services
Department: IT-Infrastructure Services
Opening Date: 07/10/2023
Closing Date: 7/24/2023 4:30 PM Central
JOB SUMMARY
Carver County is looking for a new IT Service Dispatcher to work in our IT Department. Under the direction of the IT Support Technician Supervisor, the IT Service Dispatcher is responsible for attaining maximum utilization of help desk and field technical resources through gathering information and dispatch of service requests.
This position will work onsite at the Chaska Government Center.
Hours of the position will be on a rotating schedule of 8:00-4:30 Monday through Friday and 7:00-3:30 Monday through Friday.
TYPICAL DUTIES AND RESPONSIBILITIES
• Act as the single point of contact to the customer for all types of I.T. service requests
• Pre-process service requests as they arrive through email, manual entry, or direct customer input by contacting users and gathering information pertaining to I.T. requests
• Coordination of all Infrastructure support groups to ensure maximum utilization of I.T. resources
• Schedule internal I.T. technical resources on the company dispatch portal
• Monitor resource schedules to ensure prompt time entry on service requests
• Assist end users and resolve Level 1 computing issues
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Improve customer service, perception, and satisfaction throughout the county
• Fast turnaround of customer requests
• Ability to work in a team and communicate effectively
• Improve usage and increase productivity of IT support resources
• Escalate service requests that cannot be scheduled within agreed service levels
• Report the utilization of IT Support resources and successful completion of service requests to the Infrastructure Supervisor
• Enter all work as service tickets into Helpdesk Ticketing System
• Maintain I.T. Knowledge base
• Maintain I.T. supply inventory
MINIMUM QUALIFICATIONS
• High School Diploma or GED
Preferred Qualifications:
• One year paid customer service experience
• Two years paid work experience in an I.T. help desk or related role
SCORED EXAMINATION PROCESS
All applications will be screened for minimum qualifications, scored and ranked. The highest ranked candidates meeting minimum qualifications will be recommended for the scored oral examinations (interviews). Final selection for the position will include successful completion of oral interview(s), reference checks, background investigation including CJIS fingerprinting, and pre-placement physical.
01
What is the highest level of education you have completed?
- High School Diploma/GED
- Technical School, Associates Degree, or Certification
- Bachelor’s Degree or higher
- None of the above
02
If you have a college degree or certification, is your degree in Computer related field?
- Yes
- No
03
How many years of paid working experience do you have in an IT support role?
- None
- Less than one year
- One year to less than two years
- Two years or more
04
How many years of paid customer service experience do you have?
- None
- Less than one year
- One year to less than two years
- Two years or more
05
How many years of paid work experience do you have dispatching IT tickets?
- None
- Less than one year
- One year to less than two years
- Two years or more
06
Are you able to work onsite Monday through Friday between the hours of 7:00 a.m. and 4:30 p.m.?
- Yes
- No
07
What level of experience do you have with Windows operating system 10 or higher?
- None
- Basic use, know how to navigate OS and make minor configurations
- Intermediate use, know how to navigate OS and make intermediate configurations
- Advanced, in addition to intermediate, ability to image/clone desktops, advanced troubleshooting and performance configurations
08
What level of experience do you have supporting Microsoft Office?
- None
- Basic-experience using all Microsoft Office products
- Intermediate-in addition to basic can do basic troubleshooting of Microsoft Office applications
- Advanced-in addition to intermediate, can do advanced troubleshooting of Microsoft Office applications
09
In which of the following areas do you have experience and competency to support? Select all that apply and be ready to support your answer if invited to interview.
- Helpdesk ticketing systems
- Mobile devices – iPads and iPhones
- Asset tracking and receiving of equipment
- Audio/Visual systems and projectors
- I have none of the above experience
Required Question