Expedient Technology Solutions, LLC

Job Description – End User Support Dispatcher
Position Description

Expedient Technology Solutions is an established managed IT services company located in Miamisburg, Ohio. ETS has
developed a strong reputation for providing outstanding customer service and for being a collaborative, strategic
partner with its clients.
We are looking for an End User Support Dispatcher to schedule and coordinate ETS’ team members to reshape our
team members and clients experience.
Duties and Responsibilities

• Continually dispatch (assign) Help Desk tickets to the appropriate team member following ETS process and

• Work closely with the Help Desk Team Lead to ensure process/procedures are followed and improved on to

continually strive for peak profitability.

• Appropriately handle all customer responses in the Help Desk boards through proper communications and

• Prioritize and reprioritize the technical work for all Help Desk tickets through dispatching and adjusting technical

• Ensure the success of Expedient Technology Solutions Service Level Agreements (SLA).

• Ensure proper escalation process is followed for service tickets in the Help Desk boards.

• Dispatch team members for onsite tickets, as needed.

• Ensure tickets that require due dates are completed within those due dates.

• Review current and completed Help Desk tickets to ensure time and agreements are entered appropriately.

• Triage new tickets coming into the triage board, as needed.

• Suggest improvements to Expedient Technology Solutions’ business practices as recognized.

• Provide backup coverage for other service coordinators as needed.

• Effectively communicate with clients and ETS team members. Communication is key to our success.

• Balance responsibilities to ensure efficiency.

• Maintain a strong level of professionalism and commitment to the impact you have on our client satisfaction.

• Collaborate with team members on projects and issues. Provide and receive training as necessary.

Expectations & Professional Growth

• Follow ETS policies, procedures, and service delivery expectations to ensure consistency.

• Work scheduled hours Monday through Friday between 8:00 AM and 5:00 PM.

• It is expected you will continue to grow as a team member through research and study, and interaction with

other professionals and leaders.

Expedient Technology Solutions, LLC

Job Description – End User Support Dispatcher

Desired Educational, Training Requirements, & Length of Experience

• Associates level of degree in Communications or related field of study

• Having one year of experience in a related role or Information Technology organization is preferred.

• This position requires you to complete process training during your first 30 days in the position.

o These requirements will be outlined in your onboarding schedule.

o These involve shadowing team members, learning training procedures, and client communication

expectations.

What is in it for you?
We offer a competitive total rewards program that includes:

• An executive team that cares about you and your career growth
• Competitive Health Insurance package
• Dental & Vision insurance
• Competitive PTO and flexible work schedule
• Retirement plan (401K) with company match

Vision, Mission, and Core Values
Vision Statement - To be the regions’ leading IT provider through Stress Free IT
Mission Statement - Reshape the experience for clients and team members
Core Values

• Continued Growth: ETS places a strong focus on each team member continually growing both professionally and

• Honest Communication: ETS places a strong focus on consistent and honest communication between all team

• Deliver “Wow” through Service: ETS provides Stress Free IT managed services, which promises an experience

• Honor your commitments: ETS team members are expected to honor their commitments to our clients and

• Respect and Serve Others: ETS is founded on biblical based principles and places a strong focus on team

• Balance: ETS recognizes and supports the need for each team member to enjoy a quality life outside of work.