General Summary:

The Golden West Technologies’ Network Operations Center (NOC) is the technical core of our Technology Leadership offering, providing proactive management of our clients’ technology infrastructure. The NOC team strives to elevate the experience of our customers in two distinct ways: 1) Systematically and thoroughly addressing the reactive, day-to-day problems that crop up in any technology solution and 2) Using a standards-based and prioritized approach to regularly audit, report and remediate root causes of both operational and cybersecurity risk. This approach provides our customers with a reliable, secure and low “noise” technology infrastructure upon which they can build their organizations. The NOC team manages approximately 50 core customers across the region in a variety of verticals, including business, K-12 & post-secondary schools, local government and tribal organizations.

The NOC Dispatcher role is the first point of contact for most of the customer call-in service requests and is responsible for the scheduling of technical resources. They participate in answering inbound calls and monitor the service mailbox in order to create service orders to dispatch. In order to maintain a high level of service, the NOC Dispatcher continuously monitors the service order queues for needed adjustments. The NOC Dispatcher assists in notifying customers of security events and upcoming maintenance schedules.

Essential Job Functions:

• Answer incoming calls and create service orders.

   

• Monitor service mailbox and create service orders.

   

• Manage the scheduling of technical resources.

   

• Continuously monitor service queues for needed adjustments.

   

• Monitor the status of open tickets in order to follow up on and close them in a timely manner.
   

• Send notification of security events.

   

• Work closely with the Operations Dispatcher to provide a seamless service order flow.

   

• Assists working on non-time sensitive service orders when time permits.

   

• Updates customer network documentation.

Other Responsibilities:

• Performs all other related duties as assigned by Management

Knowledge, Skills & Abilities:

• Knowledge of Desktop PC, printer and other peripheral hardware.

   

• Knowledge of Microsoft Professional Operating Systems. Basic Knowledge of Microsoft Server Operating Systems.

   

• Knowledge of Internet browsers; Microsoft Office, and other types of application software.

   

• Knowledge of basic network diagnostics and troubleshooting techniques required.

   

• Ability to prioritize and reassign.

   

• Ability to interpret reporting data.

   

• Ability to respond promptly to customer needs, requests for service and assistance.

   

• Ability to problem solve, using all available resources to find resolution.

   

• Ability to communicate verbally and in written formats with customers, co-workers and business associates in a professional and courteous manner.

   

• Ability to function effectively as a team player.

   

• Ability to adapt to changes in the work environment and external influences.

   

• Ability to manage competing demands and change approach or method to best fit the situation.

   

• Ability to undertake self-development activities.

   

• Knowledge of Company policies and procedures.

Education and/or Experience:

One or more years of higher education or related experience and/or training related to the IT industry.

Certifications, Licenses, Registrations:

Other Qualifications and/or Credentials:

Physical Requirements: