Remote IT Dispatcher & Service Desk Coordinator

Xantrion; United States; Remote; USD 45,000 - 50,000; Full time

Benefits offered by this job

Medical, dental, vision for you and 1

401K with company match up to 4%

Certification and training reimburse

PTO 17 days/year

Referral bonuses

Job summary

Xantrion, a people-first IT services company, is seeking an experienced Dispatcher to support our Service Desk by coordinating workflow for technicians. This is a remote, home-based role within the United States with a Monday–Friday schedule (8:00 AM–5:00 PM Pacific Time).

The dispatcher will triage tickets, assign work based on urgency and skill, and maintain clear documentation while upholding security procedures.

Qualifications

• Minimum of 2 years in customer service, dispatching, or equivalent.
• Call center or dispatch background is a plus.
• MS Office: Outlook, Excel, Word proficiency.
• MSP dispatch experience is highly desirable.
• Ability to quickly determine incident scope and impact.
• Spanish bilingual skills preferred.

Responsibilities

• Answer high volume calls and chat requests.
• Identify service requests in the ticketing system and filter spam.
• Triage tickets by clarifying and updating fields for quick gauge of scope.
• Schedule tickets to resources based on urgency and skill level.
• Obtain written approvals for access changes per security policies.
• Set client expectations on resource availability.
• Monitor trends and escalate recurring issues to managers.
• Assist with password resets and group membership changes.
• Make outbound calls to convert requests into positive reviews.

Skills

Customer service

Dispatching

ConnectWise

MS Office

Education

High school diploma

Tools

ConnectWise

MS Office

Job description

Xantrion, a people-first IT services company, is seeking an experienced Dispatcher to support our Service Desk by coordinating workflow for technicians. This is a remote, home-based role within the United States with a Monday–Friday schedule (8:00 AM–5:00 PM Pacific Time).

The dispatcher will triage tickets, assign work based on urgency and skill, and maintain clear documentation while upholding security procedures.