Service Dispatcher for IT Help Desk - Paragus Strategic IT

Paragus IT is the largest outsourced vendor in the Pioneer Valley, and we are just getting started.  We have aspirations of serving 1000 customers across the entire country, and we won’t stop until we get there. Ranked as one of Forbes Small Giants, we have an intense focus on culture, people, process, and continuous improvement. We are determined to be the best at everything we do, and we aren’t afraid to do the hard work required to get there. 

We are seeking energetic and passionate individual to join our team and support our clients. This individual will be instrumental in providing our clients with the help they need. 

You will succeed in this role if you: 

• Are enthusiastic and passionate 

• Are a team player 

• Like Tetris?... every day is a new scheduling puzzle 

• Are empathetic 

• Have great verbal and written communication skills 

• Love talking to people 

• Can quickly understand issues 

• Are self-assured and confident in your decision making 

• Can prioritize well 

• Are process and detail oriented 

• Can handle stressful situations calmly, including dodging Nerf Darts when necessary! 

• Have a passion for contributing to a team environment 

Summary

The Case Coordinator works under the direction of Client Support Leadership to ensure our clients’ issues are documented and categorized quickly and correctly. Resolving our clients’ issues is the most important thing we do at Paragus, and that starts with our Response. The Case Coordinator works under the direction of Client Support Leadership to ensure our clients’ service issues and requests are triaged and dispatched quickly and correctly to ensure the best possible service. The Case Coordinator understands the issue or request and the impact it has on the business to ensure the case clearly relays the information our engineers need to resolve the issue on the first touch. 

Our clients rely on this person to get their issue into the right hands. Our technicians rely on this role to provide the information they need to efficiently solve an issue. To do this, they must know what questions to ask and what information we need.  

Responsibilities 

• Receive incoming requests for support and properly triage the issue for urgency 

• Responsible for Technicians day-to-day calendars and scheduling 

• Dispatching & coordination of technicians on-site 

• Coordination of resources, both people and equipment, to ensure that tickets are properly assigned and executed 

• Client support prioritization and re-assignment as necessary 

Qualifications 

• At least 2 years of experience with scheduling and dispatching of a service-oriented team 

• 2 years of Customer Facing Experience 

• 3 Years of work history in a professional environment 

• Excellent written and verbal communication skills 

• Demonstrated ability to multi-task 

• Experience in answering and directing phone calls 

• Ability to pivot quickly when plans change 

• Able to work in a fast paced, metric driven environment with proficiency in multitasking & navigating multiple systems and windows 

• Experience in an environment where you must prioritize issues is a plus 

• Ability to understand customer needs and ask informed questions 

• Ability to organize multiple calendars and scheduling tasks according to priority 

• A confident decision maker that has the ability to understand who does/knows what  

Compensation and Benefits: Besides your standard fare like health, dental, PTO, etc, you'll also enjoy:   

• Culture, culture, culture! Think: fun events, good beer from our own taps, great snacks (like staff lunches from the grill), amazing people (if you don't like to laugh, don't apply)   

• Extra-curricular (optional) committees, training classes, and mentorship   

• Employee ownership; that’s right, you’re not just an employee, you’re an owner! This is in addition to our 401K offering.  

• We offer either a company cell phone or a stipend for your own phone  

• Need a car for a day or so.. borrow ours!  

Hybrid Work Policy: Whether you’re saving on gas, time, or just enjoying the freedom of flexibility, remote work can directly contribute to your health and happiness. As a full-time employee you will be eligible to work remotely up to two days a week. 

Paid Time Off: We at Paragus strive to not only promote but more importantly, prioritize a healthy work-life balance. As a full-time employee you will be eligible for our Flexible Vacation policy, which provides our employees with an un-capped bank of paid time off to use for vacation. Outside of the Flexible Vacation policy we also provide 5 days of sick time and personal leave, as well as 6 paid holidays.  

Employee-owned company: Why be an employee when you can be an owner? As an owner of Paragus IT, what you say matters! We highly value our partners insights, and many times put recommendations to play. Additionally, you’ll see the direct impact of accomplishments through our ESOP program! 

Hours: Full Time Monday-Friday 

Compensation: $47,000-$55,000 DOE 

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