Dispatch Analyst I (TDCJ) US-TX-Carrollton Job ID 2018-1952 # of Openings 1 Category Office and Administrative Support Overview Job Purpose: Serves as the primary point of contact for Field Service Technicians by assigning their daily workload of Break Fix and/or Preventative Maintenance tickets. Responsible for creating and tracking all facility site stock and Field Techs truck stock tickets. Responsible for reviewing, assigning and tracking all break fix service related tickets from receipt through to resolution. Handles all Site specific hardware related inquiries via the Dispatch Analyst queue for immediate Field Service Technician assignment for repair. Responsibilities Essential Duties: * Responsible for periodically updating tickets for Field Service Technicians and or Contractors by adding journal entries, travel times and or notes to tickets on the status or other relevant information. * Assign and Dispatch Field Service Technicians or Contractors for all service and or installation Site Surveys from Engineering tickets/requests. * Monitor dispatch ticket queue while remaining available to answer inbound calls from Field Service Tech and Facility Customers calling in to report hardware related issues while monitoring and updating all assigned dispatch tickets until the matter has been completed and resolved * Assist Field Service Technicians on tracking vehicle inventory items and assist in ordering parts for Field Techs (truck stock) and Facilities (site stock) upon request. * Create tickets to track all return of materials (RMAs) from Field Service Technicians * Responsible for after-hours on-call related priority P1/PA & P2/PB tickets during evenings, weekends and holidays on a rotation basis. * Communicate with Field Techs via phone, email or IM (instant Message) with ticket updates or resolutions. Knowledge, Skills, and Abilities: * Proficiency with working with Microsoft Office suite, such as PowerPoint, Excel, Word with strong typing/data entry skills. * Ability to handle and prioritize multiple projects and tasks simultaneously. * Strong customer service, interpersonal skills with a positive attitude & self-motivated * Good analytical and decision making skills * Ability to communicate effectively both orally and in writing * Strong organizational skills; attention to detail * Demonstrating professionalism on the phone and in the office * Flexibility to work the assigned schedule as business needs require within a 24/7/365 support environment. * Must have access to high-speed internet for remote connectivity to Securus network when applicable. Qualifications Minimum Qualifications: * High School Diploma or General Equivalency Diploma (GED) * 1 year experience in a help desk, customer service or technical support environment. Preferred Qualifications: * College education and /or industry experience preferred. Physical Requirements: Standing, sitting, walking, speaking, listening, bending, reaching, pushing, pulling, lifting, grasping and manipulating tools, typing, using peripheral computer tools. May be required to lift up to 25 pounds. It is the Companys policy to provide equal employment opportunity to all individuals. Securus will not discriminate against any associate or qualified job applicant with respect to any terms, privileges, or conditions of employment because of that persons race, color, religion, sex, national origin, age, disability, veteran status, or any other characteristic or status protected under local, state or federal law, ordinance or regulation.