IT Dispatcher – Pacific Time Zone Hours

Job not on LinkedIn

🔥 2 hours ago

🇺🇸 United States – Remote

💵 $45k - $50k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🚫👨‍🎓 No degree required

👻 Ghost score 0%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Xantrion

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2003

💼 Consulting

🏥 Healthcare

⚖️ Legal

Consulting • Healthcare • Legal

Xantrion is a trusted IT support company that specializes in providing a comprehensive range of services, including IT consulting, managed security, cloud services, and cybersecurity solutions. With over 23 years of experience, Xantrion offers a results-driven approach to IT management, designed to help businesses navigate challenges such as evolving technologies, cyberthreats, and IT skills gaps. The company serves various sectors, including finance, life sciences, and legal industries, focusing on enhancing productivity, ensuring regulatory compliance, and providing resilient, cost-effective IT infrastructure. Xantrion's unique offering includes dedicated virtual CIO services and supplemental IT support that allows businesses to leverage their expertise for completing strategic IT initiatives efficiently. Their commitment to centralizing managed service and security platforms makes them a preferred partner for companies looking to scale and secure their IT operations.

📋 Description

• Coordinate workflow for Service Desk technicians and engineers • Answer high-volume incoming calls and chat requests • Identify service requests in the ConnectWise Triage board and remove spam • Triage tickets by clarifying and updating ticket fields • Schedule tickets to appropriate resources based on urgency, availability, and technician skill level • Obtain written approval for access changes where appropriate • Set client expectations regarding resource availability • Identify service-request trends and alert service managers or primary consultants to recurring issues • Assist with low-level tickets such as password resets and group membership changes • Make outbound calls on positively rated tickets and request Google reviews • Forecast support-staff workload, including weekend and after-hours work • Prepare resource schedules for helpdesk coverage, escalation engineers, on-call resources, shadowing, and team meetings • Update client information as needed • Review open requests, verify status and client agreements, and confirm resource assignment • Maintain detailed ticket notes and the dispatch portal • Follow company policies, procedures, and applicable laws

🎯 Requirements

• High school diploma or equivalent • Minimum of 2 years in customer service, dispatching, project management, or equivalent combination of education and experience • Customer service experience in a call center, dispatch center, or telecommunications organization is a plus • Previous MSP dispatch and/or coordination experience is highly desired • Experience with ConnectWise or similar ticketing systems is highly desired • Ability to quickly and accurately determine incident scope and impact • Demonstrable competency in MS Office products: Outlook at a high level; Excel/Word at intermediate skill • Ability to multitask with an appropriate sense of urgency • Superior written and verbal customer service and communication skills • Efficient time management skills • Superior documentation and follow-up skills • Spanish bilingual skills are highly preferred • Ability to work Monday–Friday, 8:00 AM–5:00 PM Pacific Standard Time • Existing cell phone running current Android or iOS • Reliable, high-speed internet connection • Dedicated, secure, and private workspace • Must use Xantrion-provided PC and headset • Must maintain confidentiality of company and customer records and information

🏖️ Benefits

• 100% of medical, dental, and vision for you and your family • 401K with company match up to 4% of salary • Certification and training reimbursement • 17 days/year PTO (in addition to training allowance) • Bonuses for referring new clients or employees • Work from home • If applicable Xantrion will provide a cell phone, internet connection, and home office equipment allowance • Xantrion-provided PC and headset

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