IT Dispatcher (Permanent Work From Home & Night Shift)

SUMMARY

The dispatcher will communicate effectively with end-users by phone and with tickets to establish expectations for support callbacks. The dispatcher will ensure actionable information is included in ticket requests and will actively work to gather additional information to meet ticketing standards.

The dispatcher will assist in password management and resets.

The dispatcher will observe ticketing trends and report patterns, such as recurring issues, to their supervisor.

As a part of our support desk team, the dispatcher will use Microsoft Teams, Microsoft Outlook, Autotask PSA, Datto RMM, and 3CX phone system to document work and communicate. The dispatcher must have a general understanding of IT technology environments and best practices to provide contextually accurate descriptions and information within tickets.

The dispatcher will coordinate and assist engineers with ticket escalations.

• Answer support request phone calls and input and triage tickets.
• Review support desk queues for tickets and triage tickets.
• Evaluate ticket priorities and escalate tickets according to company SLAs.
• Ensure ticket completeness and gather additional information.
• Assist end-users with password resets.
• Triage and route reported incidents to other support teams.

• Excellent spoken and written English.
• General understanding of computer use, Microsoft 365 terminology, and network terminology.
• Experience using Microsoft 365 products, to include Teams and Outlook.
• Prior experience working for an IT Managed Service Provider or within an IT organization
• High-speed Internet
• Private workspace
• Experience using Datto RMM
• Microsoft 365 Certifications
• 1+ years Microsoft desktop OS support

• Should be willing to accept a long-term work-from-home arrangement
• Should be amenable to a permanent night shift schedule