Rapid-Response IT Service Desk Dispatcher

The Kraft Group

Foxborough (MA)

On-site

USD 29,000 - 38,000

Full time

14 days+

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Job summary

The Kraft Group in Foxborough, MA is seeking a Service Desk Dispatcher to be the primary IT support contact, triaging and routing incidents within the ITSM system and delivering strong customer service.

You will log, prioritize, and escalate requests, monitor queues, and provide Tier I support for Windows, Microsoft 365, printers, VPN, and mobile devices. On-site support at Gillette Stadium and corporate offices is required.

Qualifications

High School diploma required; associate’s degree in IT or equivalent preferred.
2-4 years of experience in a Help/Service Desk or customer support environment.
Familiarity with Windows 11, macOS, iOS, and Microsoft 365; experience with MS Teams and enterprise desktops.
Working knowledge of password management and basic networking concepts.
Experience with IT ticketing systems such as ServiceDesk Plus or similar platforms.

Responsibilities

Serve as the primary point of contact for IT support requests via phone, email, or walk-up.
Log, categorize, prioritize, assign, and maintain incident records in the ITSM platform.
Monitor ticket queues and communicate status updates to customers.
Dispatch requests to appropriate IT teams and escalate as needed.
Provide Tier I diagnostic support for Windows, printers, VPN, and MS 365 issues.
Offer on-site support at Gillette Stadium and corporate offices.