IT Dispatcher

We are seeking a reliable, friendly, motivated and detail-oriented IT Dispatcher to join our technical support team. In this role, you will be the central point of communication between clients and technicians. Your primary responsibility will be to efficiently coordinate and dispatch IT support requests, ensuring timely response and resolution of issues in accordance with service level agreements (SLAs).

Key Responsibilities
- Assign support tickets to appropriate IT technicians based on skillset, workload, and urgency
- Monitor open tickets and escalate issues as needed to ensure timely resolution
- Act as a liaison between clients and technical staff to communicate updates and manage expectations
- Maintain accurate documentation of calls, actions taken, and resolution details in the ticketing system
- Track technician availability and schedules to optimize dispatch efficiency
- Follow up on outstanding issues and provide updates to users or clients
- Ensure compliance with internal processes, SLAs, and quality standards
- Process payment using point of sales
- Managing walk in clients as they pick up/drop off computers
- Ordering supplies as needed through dedicated suppliers
- light office duties such as making coffee, tidying front office and loading/unloading dishwasher

**Qualifications**:

- High school diploma or equivalent; education in IT or related field is a plus
- Strong customer service skills
- Prior experience in IT support, help desk, or dispatching is preferred
- Strong organizational and time-management skills
- Excellent communication and interpersonal abilities
- Ability to multitask in a fast-paced environment
- Familiarity with IT ticketing systems (e.g., ConnectWise, ServiceNow, Zendesk, RangerMSP etc.) is a plus
- Basic knowledge of IT terminology and troubleshooting concepts an asset
- Friendly and positive attitude

Preferred Skills
- Experience working in a managed service provider (MSP) environment
- Proficiency with remote desktop tools and IT support software
- Customer service or call center experience

**Job Types**: Full-time, Permanent

Pay: $22.00-$28.00 per hour

Expected hours: 40 per week

**Benefits**:

- Company events
- Dental care
- Extended health care
- Life insurance
- On-site parking
- Vision care

**Language**:

- English (required)

Work Location: In person

Expected start date: 2025-08-25