Field Services Coordinator/Dispatch at cb20 in Malta, NY

cb20 is an award-winning provider of managed IT and audio-visual services, proudly serving organizations across New York, Massachusetts, and the greater New England region. With over 30 years of experience, a team of world-class engineers, and trusted partnerships with the world’s leading hardware and software providers, we deliver confidence, security, and above all "An Experience Above".

cb20 won the Albany Business Review Best Places to Work and Albany Times Union Top Places to Work five years in a row. In 2025, cb20 achieved the #1 spot in the over 100 category at the ABR Best Places to Work event. People are cb20's greatest asset.

As a Field Services Coordinator/ Dispatch, you will be responsible for coordinating, monitoring, and improving field service activities. This includes but is not limited to scheduling deployment of field technicians, providing support and guidance to service personnel, and documenting project logistics that may include installation, repair, or replacement of equipment. This role may also include remote troubleshooting of a customer device, as well as remote access for service validation. All activities will be performed against the contracted requirements and will include routing project reporting around these activities.

Duties and Responsibilities:

• Support multiple end users by answering incoming tickets and requests via phone, email, or directly through ITSM ticketing system.
• Provide direction to and monitor field resources to achieve customer service level requirements (SLRs) – Field Services Coordinator is responsible to Delivery Manager for using provided resources to meet SLRs.
• Clearly and accurately document user cases within ITSM ticketing system.
• Prep technician and customer for deskside visit.
• Provide service validation (through remote tools) at the end of an incident and before an incident closeout (i.e., customer can access Active Directory, applications, and files)
• Collect and validate appropriate deliverables upon incident completion for delivery to Service Desk/project office/customer.
• Be available for all escalations and questions as a dedicated technical support resource.
• Excellent customer service and communication skills.

Requirements:

• 2+ years experience with field services support
• 2+ years’ experience in a customer service position.
• Familiarity with common applications such as Windows and Microsoft Office.

Preferred Qualifications:

• Experience with using ticketing tools - Service-Now (ITSM) preferred.
• Experience with remote trouble shooting and using remote access tools.
• Excellent customer service and communication skills.

Education: AAS degree in computer science preferred or equivalent combination of education and experience.