IT Dispatcher

PJ Networks LLC•Charlottesville, VA

1d•$45,000 - $55,000

About The Position

PJ Networks is seeking an organized, detail-oriented IT Service Dispatcher to coordinate support operations for its managed services provider. The dispatcher manages the flow of support requests, assigns tickets to engineers, and helps ensure clients receive timely, responsive service. The role works closely with the engineering team, clients, and leadership to keep support processes on track and ensure requests are followed through. PJ Networks has provided professional IT support to small and medium-sized businesses in Central Virginia since 2005. Its services include managed IT services, cloud solutions, on-site and remote support, and strategic technology consulting. The company describes itself as a small, collaborative team focused on long-term client relationships and client-focused IT services.

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.
Computer proficiency 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 is 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 for triage, not troubleshooting.

Responsibilities

Monitor incoming support requests received by 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.
Manage 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.
Help maximize engineering team efficiency and utilization.
Serve as a client contact for ticket status and scheduling.
Follow up with clients to confirm issue resolution and satisfaction.
Proactively communicate delays or scheduling changes and keep clients informed throughout the support process.