IT Dispatcher

PJ Networks•Charlottesville, VA

6h•$45,000 - $55,000

About The Position

PJ Networks is seeking an organized, detail-oriented IT Dispatcher to coordinate support operations for its managed services provider. The dispatcher is the central point for managing support requests, assigning tickets to engineers, and helping ensure clients receive timely, responsive service. The role works closely with the engineering team, clients, and leadership to keep support processes moving and prevent requests from being overlooked. PJ Networks provides professional IT support, managed IT services, cloud solutions, on-site and remote support, and strategic technology consulting to small and medium-sized businesses in Central Virginia. The company describes itself as a small, collaborative team focused on client relationships and service. The position manages incoming tickets and their progress, coordinates engineer schedules and resources, and communicates with clients about ticket status, scheduling, delays, resolution, and satisfaction. Compensation is $45,000 to $55,000 per year.

Requirements

Strong organizational skills and exceptional attention to detail.
Excellent written and verbal communication skills.
Ability to multitask, prioritize, and remain calm under pressure.
Comfort working in a fast-paced environment with shifting priorities.
Proficiency with computers and ability to learn new software quickly.
Ability to work as a team player and hold others accountable professionally and respectfully.
Previous experience in a customer-facing or client service role.

Nice To Haves

Experience in a dispatcher, coordinator, or scheduling role.
IT industry experience; noted as a plus but not required.
Familiarity with MSP ticketing systems or PSA tools.
Basic understanding of IT concepts such as networking, servers, and workstations, sufficient to triage but not troubleshoot.

Responsibilities

Monitor incoming support requests through email, phone, and automated alerts.
Create, categorize, and prioritize tickets in the ticketing system.
Assign and dispatch tickets to engineers according to skillset, availability, client familiarity, and priority.
Monitor open tickets and follow up with engineers on stalled or aging tickets.
Escalate unresolved or high-priority issues to management as needed.
Coordinate engineer schedules, balancing reactive support with scheduled projects and on-site visits.
Track engineer availability, location, and workload throughout the day.
Coordinate scheduling for client projects, on-site visits, remote support, and follow-up appointments.
Maximize engineering team efficiency and utilization.
Serve as a point of contact for clients regarding ticket status and scheduling.
Follow up with clients to confirm issue resolution and satisfaction.
Communicate proactively with clients about delays or scheduling changes.
Help ensure clients feel informed and valued throughout the support process.