Position Summary :

We are seeking a highly organized and customer-focused Dispatcher Technician to support day-to-day help desk operations. This role is responsible for coordinating support requests, dispatching tickets to technicians, providing basic technical assistance, and ensuring timely communication with clients throughout the support process. The ideal candidate thrives in a fast-paced environment, possesses strong organizational skills, and has a solid technical foundation. This position plays a critical role in handling service requests efficiently while delivering an exceptional customer experience. Key Responsibilities Dispatch & Ticket Coordination Receive, triage, and prioritize incoming service requests and system alerts via phone, email, and ticketing systems. Assign and schedule tickets based on priority, technician availability, skill set, and workload. Monitor ticket status to ensure requests are addressed promptly and escalated when necessary. Track service requests throughout the support lifecycle and communicate updates to clients. Maintain accurate and detailed documentation of support requests, actions taken, and resolutions. Technical Support Provide Tier 1 technical support and troubleshooting assistance for common IT issues. Assist users with Microsoft 365, Windows operating systems, password resets, remote access, and basic networking issues. Create, update, and manage user accounts and access requests as assigned. Escalate complex issues to the appropriate technician or engineer when required. Assist with proactive maintenance activities and monitoring alerts. Customer Service & Communication Serve as a primary point of contact for clients requesting technical assistance. Gather information needed to diagnose and route support requests properly. Provide timely updates regarding ticket status and resolution progress. Manage customer expectations through professional and courteous communication. Follow up with customers to ensure issues have been resolved satisfactorily. Reporting & Process Support Assist with reporting on ticket activity, response times, and help desk metrics. Identify recurring issues and communicate trends to the service team. Support documentation efforts by updating procedures, knowledge base articles, and client records. Participate in service improvement initiatives and operational projects as assigned. Required Qualifications Previous experience in a help desk, dispatch, technical support, customer service, or service coordination role. Basic to intermediate troubleshooting skills with: Microsoft Windows Microsoft 365 Networking fundamentals Remote support tools Experience working with a professional ticketing system such as ConnectWise, Zendesk, ServiceNow, or similar platforms. Strong organizational and time-management skills. Excellent written and verbal communication abilities. Ability to manage multiple priorities in a fast-paced environment. Strong attention to detail and commitment to customer service. Preferred Qualifications Experience working in a Managed Service Provider (MSP) environment. Experience dispatching tickets to remote or field technicians. Familiarity with Remote Monitoring and Management (RMM) tools. Knowledge of IT service management concepts and SLA-driven support environments. CompTIA A+, Microsoft certifications, or equivalent technical experience. Success in This Role The successful candidate will effectively coordinate support requests, keep technicians focused on resolving issues, provide excellent customer communication, and help ensure clients receive timely and professional service. This role is ideal for someone who enjoys both customer interaction and technical problem-solving while serving as the hub between clients and the service team.

Job Type:

Full-time Pay:

$36,000.00 - $46,000.00 per year

Benefits:

Dental insurance Employee assistance program Health insurance Life insurance Paid time off Vision insurance

Experience:

Service Desk for a

Managed Services Provider :

1 year (Required)

License/Certification:

Driver's License (Required) Ability to

Commute:

Tulsa, OK 74120 (Required)

Work Location:

In person