IT Dispatcher (Remote – Pacific Time Zone Hours)

If you are an experienced client service representative who likes a fast-paced environment and has experience providing services in person, we invite you to explore our Dispatcher position. Work from home and receive outstanding benefits that support your family- while working for a company that takes a people-first approach to business. This is a remote role working from home within the United States. Shift: Monday - Friday, 8:00 AM - 5:00 PM (Pacific Standard Time) Primary Purpose and Function The overall occupational objective of a Dispatcher is to provide support in coordinating workflow for Service Desk technicians and engineers who, in turn, provide service to our clients. Essential Functions and Responsibilities: Ticket Management Answer high volume incoming calls and chat requests from our call center. Identify incoming service requests within ConnectWise Triage board and remove unwanted SPAM. Perform ticket triage by clarifying and updating fields within tickets to ensure technicians can quickly and accurately gauge the scope of the service requests. Schedule tickets to the most appropriate resources based on urgency, availability, and technician skill level. Adhere to internal security policies by seeking approval for access changes in service requests from client’s IT liaison in writing, where appropriate. Set client expectations regarding the availability of resources for tickets that come into the service board and tickets that require dispatching. Maintain an aw