IT Service Dispatcher & Scheduler

PJ Networks LLC; Charlottesville (VA); Presencial; USD 42 000 - 65 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Retirement Plan

Health insurance

Paid time off

Training & development

Dental insurance

Resumo da oferta

PJ Networks LLC is seeking an organized IT Service Dispatcher to coordinate support operations, assign tickets to engineers, and ensure timely, responsive service for clients.

You will work closely with the engineering team, clients, and leadership to keep processes on track and prevent anything from falling through the cracks. This role is essential to the efficiency of our help desk and client relationships.

Qualificações

• Strong organizational skills and attention to detail are essential.
• Excellent written and verbal communication are required.
• Ability to multitask, prioritize, and stay calm in a fast-paced environment.
• Proficiency with computers and quick learner of new software.
• Team player who can hold others accountable professionally and respectfully.
• Prior customer-facing or client service experience is preferred.

Responsabilidades

• Monitor incoming support requests via email, phone, and alerts.
• Create, categorize, and prioritize tickets in the ticketing system.
• Assign and dispatch tickets to engineers based on skills, availability, and priority.
• Monitor open tickets and follow up with engineers on aging items.
• Escalate unresolved or high-priority issues to management as needed.
• Manage and coordinate engineer schedules with projects and on-site visits.
• Track engineer availability, location, and workload.
• Coordinate scheduling for client projects, on-site visits, remote support, and follow-ups.
• Communicate with clients about ticket status and scheduling; ensure customer satisfaction.

Conhecimentos

Organizational skills

Written & verbal communication

Multitasking & prioritization

Calm under pressure

Computer proficiency

Team player & accountability

Customer-facing experience

Ferramentas

MSP ticketing systems

PSA tools

Descrição da oferta de emprego

PJ Networks LLC is seeking an organized IT Service Dispatcher to coordinate support operations, assign tickets to engineers, and ensure timely, responsive service for clients.

You will work closely with the engineering team, clients, and leadership to keep processes on track and prevent anything from falling through the cracks. This role is essential to the efficiency of our help desk and client relationships.