What are the responsibilities and job description for the IT Dispatcher position at Computer Courage?
Salary: $25-$30
The IT Dispatcher plays a critical role in ensuring the smooth delivery of technical support and services within a Managed Service Provider (MSP) environment. Acting as the central point of coordination, the dispatcher manages the flow of service requests, assigns tickets to the right technicians, balances workload across the team, and ensures a timely resolution for clients. The role requires a blend of organizational skill, technical understanding, and customer service awareness.
Key Responsibilities:
- Service Requests Management
- Receive, log, and categorize all incoming client service requests (via phone, email or ticketing system)
- Ensure tickets contain complete, accurate information and are prioritized based on urgency , SLA, and business impact
- Route tickets to the appropriate technician, based on skill set, availability, and client requirements.
- Monitor ticket queues in real time
- Maintain an inventory of IT equipment
- Other administrative duties as assigned
- Scheduling and Coordination
- Schedule remote and onsite service appointments, ensuring efficient use of technician time
- Adjust technician schedules dynamically as urgent issues or escalations arrive
- Track technician availability, vacation, work load balance
- Serve as the main contact point between clients and technicians for scheduling updates and expectations
- Communication and Customer Service
- Provides clients with timely updates on ticket status, technician arrival, or scheduling changes
- Ensure clear communication of SLAs, expected timelines, and next steps
- Escalate high-priority issues to service managers or senior staff when necessary
- Maintain a professional, client focused demeanor in all interactions
- Process and Documentation
- Ensure proper documentation of issues, troubleshooting steps, and resolutions in the ticketing system
- Follow SOPs for ticket handling and escalations
- Assist in identifying recurring issues or patterns for proactive resolutions
- Contribute to process improvements around dispatch, scheduling, and resource allocation
- Qualifications and Skills
- Previous experience in IT support coordination, service desk, or MSP operations preferred
- Strong organizational and time management skills, ability to juggle multiple priorities
- Excellent written and verbal communication skills
- Basic understanding of IT terminology, hardware, software, and networking concepts
- Ability to work calmly under pressure in a fast-paced, service-driven environment
- Able to work full time in our Emeryville office
- Access to a car, a valid US drivers license, and car insurance is preferred
- Compensation and Benefits
- $25 to $30 per hour depending on experience
- Company health insurance plans
- Retirement plan with employer contribution
- Paid time off and sick leave
- Personalized workspaces (stand or sit, etc.)
- Friendly, innovative team members and work environment
- Opportunities for education and certification
- Snacks and drinks always available
Salary : $25 - $30