IT Dispatcher (Remote – Pacific Time Zone Hours)

Xantrion • , (Multiple States)

1d • $45,000 - $50,000 • Remote

About The Position

The IT Dispatcher coordinates workflow for Service Desk technicians and engineers who provide services to clients. This remote, work-from-home role is based within the United States and follows Pacific Time hours, Monday through Friday, 8:00 AM to 5:00 PM. The dispatcher handles incoming service requests, triages and schedules tickets, communicates resource availability and expectations to clients, and helps maintain effective support operations. The role also includes administrative scheduling and workload forecasting, maintaining client and ticket information, and assisting with low-level support requests.

Requirements

• High school diploma or equivalent.
• At least 2 years of experience in customer service, dispatching, project management, or an equivalent combination of education and experience.
• Ability to quickly and accurately determine incident scope and impact.
• Demonstrable competency with Microsoft Office: high-level Outlook skills for email and organizational tracking, and intermediate Excel and Word skills.
• Ability to multitask with an appropriate sense of urgency.
• Strong customer service and written and verbal communication skills.
• Efficient time-management skills.
• Strong documentation and follow-up skills.
• Ability to work under pressure, meet deadlines, and manage multiple tasks in a fast-paced environment.
• Ability to work in a collaborative, team-oriented environment and independently, proactively taking ownership of issues.
• Good judgment and the ability to compromise when appropriate.
• Interpersonal skills to foster strong internal and external relationships.
• Must have an existing cell phone running a current version of Android or iOS.
• For remote work, must have reliable high-speed internet that supports work responsibilities, including video conferencing.
• For remote work, must have a dedicated, secure, private workspace; shared work environments are unacceptable unless arranged by Xantrion.
• Must use the Xantrion-provided PC and headset to perform job functions.

Nice To Haves

• Customer service experience in a call center, dispatch center, or telecommunications organization.
• Previous MSP dispatch or coordination experience.
• Experience with ConnectWise or similar ticketing systems.
• Spanish bilingual skills.
• Desire to grow and evolve the position.

Responsibilities

• Answer high-volume incoming calls and chat requests from the call center.
• Identify incoming service requests on the ConnectWise Triage board and remove unwanted spam.
• Triage tickets by clarifying and updating fields so technicians can quickly assess the scope of service requests.
• Schedule tickets with appropriate resources based on urgency, availability, and technician skill level.
• Seek written approval from a client’s IT liaison for access changes in service requests when appropriate, in accordance with internal security policies.
• Set client expectations regarding resource availability for tickets and requests that require dispatching.
• Monitor trends in client service requests and alert service managers or primary consultants to recurring issues or possible larger problems.
• Assist with low-level tickets, including password resets and group membership changes.
• Call customers about positively rated tickets and ask them to convert their feedback into positive Google reviews.
• Forecast support staff workload, including weekend and after-hours work, to help schedule and escalate work.
• Prepare resource schedules for helpdesk coverage, escalation engineers, on-call resources, departmental shadowing, and team meetings.
• Update client information, including engineer assignments and primary liaisons, as needed.
• Periodically review open requests to verify their status, selected client agreements, and assigned resources.
• Follow company policies and procedures, comply with applicable laws, maintain confidentiality of company and customer information, and adhere to the company dress code.

Benefits

• Salary range of $45,000–$50,000 per year, depending on experience.
• 100% coverage of medical, dental, and vision insurance for the employee and family.
• 401(k) with company match up to 4% of salary.
• Certification and training reimbursement.
• 17 days of PTO per year, in addition to a training allowance.
• Bonuses for referring new clients or employees.
• If applicable, Xantrion will provide a cell phone, internet connection, and home office equipment allowance; see the Xantrion Handbook for details.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED