Dispatcher, IT

About Us: 

DelCor Technology Solutions, a privately held consulting firm based in Silver Spring, MD, has been providing technology consulting and IT support to associations and nonprofits for more than 35 years. Our success has been driven by our unmatched dedication to our clients and our goal to be an ideal workplace for our employees. 

We admit, we’re not shy about what makes us special. We have an outstanding team comprised of highly qualified and motivated individuals who really know their stuff. We’re intimately familiar with the 501(c) community, which allows us to truly understand our clients’ needs and objectives. 

At DelCor, we’re focused on building long-term relationships both with our clients and among our staff. While our team has the technical chops to get any project done, what sets us apart is our ability to merge customer service with technical know-how. We bring our DelCor values to every client, project, meeting, and event.  

In the association space we’re known as the people who offer technical expertise and strategic guidance, but as a team we like to get together and work on community projects, have baking competitions, or even jump out of airplanes—don’t worry, that’s not a hiring requirement.  

About the Role: 

We are actively seeking a full-time Dispatcher to assist in managing resources, monitoring service-level agreements, and improving our internal processes.    

This is a great position for an experienced IT Support professional wanting regularly changing and challenging situations at a growing IT company. The position requires a big-picture thinker who enjoys problem solving and thrives in a fast-paced environment.  

*This is a fully remote position.  

Key Responsibilities:  

• Route incoming tickets from all service boards and clients to the most appropriate resource based on a combination of skillset, availability, and priority 
• Monitor phone call queues for capacity and volume. Add or remove team members from the phone queues to meet needs throughout the day. 
• Alert Directors and Management teams as needed for SLA violations and concerns regarding missed SLAs 
• Continually evaluating and reporting on new processes to highlight any areas for improvement, regarding scheduling, dispatching, and ticket management. 
• Providing feedback to management on scheduled resources, specifically regarding: 
  • Adherence to schedule 
  • Client communications 
  • SLA and OLA management 
  • Technical skillset and growth 
  • Identifying training opportunities for existing employees 

Qualifications: 

• Strong written and verbal communication skills  
• Detail oriented  
• Bachelor’s degree preferred  
• Customer service oriented  
• Network , A , or ITIL certifications preferred 
• 2-3 years desktop and network support experience  
• 3-4 years IT service desk experience

Our Exceptional Benefits and Perks 

Becoming part of the DelCor team means joining a culture that truly values and respects your contribution. We know that our decades of success wouldn’t be possible without staff who feel supported and emboldened to be creative in their work.   

We've carefully curated a suite of benefits and perks designed to support and reward our valued employees: 

• 17 Days of PTO in the First and Second Years 
• PTO Increased to 23 Days After Two Years 
• 10 Federal Paid Holidays and 1 Floating Holiday 
• Charity PTO Day 
• 401k Savings Plan Matching 
• $35 Monthly Cell Phone Benefit 
• $300 Work from Home Stipend for New Employees 
• Health, Dental, and Vision Insurance 
• Company-Sponsored HRA Plan 
• Paid Parental Leave 
• Mileage Reimbursement 
• Professional Development and Certification Reimbursement and Recognition 
• Employee Referral Program 
• Short-Term and Long-Term Disability Costs Covered 100% by DelCor 
• Employee Assistance Program 
• Bereavement Leave 
• Family and Medical Leave 
• Optional Critical Illness, Accident and Injury, and Hospital Indemnity Benefits 
• $25,000 Life Insurance Coverage