IT Service Triage & Workflow Dispatcher

Initialit; Colorado; On-site; USD 70,000 - 95,000; Full time

Job summary

Initialit seeks a Technical Triage / Dispatcher to act as the central control point for service delivery, routing tickets to the right technician at the right time.

In this thinking and decision-making role, you will evaluate incoming tickets, determine priority, and coordinate with clients and staff to maintain SLA compliance. This position emphasizes orchestration over hands-on troubleshooting.

Qualifications

• 3–5+ years of IT technical experience in help desk, systems, or MSP environments.
• Strong networking and end-user environment understanding (Windows, M365).
• Familiarity with PSA tools and ITIL concepts.
• Ability to quickly assess impact, urgency, and route accordingly.

Responsibilities

• Serve as the central control point for service delivery, routing tickets.
• Evaluate tickets for impact, urgency, and complexity.
• Assign tickets to technicians based on expertise and workload.
• Ensure triage queue moves daily and never resolves tickets in triage.
• Coordinate between clients and technical staff and manage SLAs.

Skills

Technical awareness

Decisiveness

Situational control

Communication

Process discipline

Tools

ConnectWise

Autotask

HaloPSA

Job description

Initialit seeks a Technical Triage / Dispatcher to act as the central control point for service delivery, routing tickets to the right technician at the right time.

In this thinking and decision-making role, you will evaluate incoming tickets, determine priority, and coordinate with clients and staff to maintain SLA compliance. This position emphasizes orchestration over hands-on troubleshooting.