Help Desk Dispatcher

We are seeking an organized and customer-focused Help Desk Dispatcher to coordinate incoming IT support requests and assign them to the appropriate technical resources.

The ideal candidate has experience in help desk administration, technical dispatch, service coordination, or IT customer support. This position requires strong communication skills, attention to detail, and the ability to prioritize multiple service requests in a fast-paced environment.

This is a full-time, hybrid position.

Responsibilities

• Serve as the primary point of contact for incoming IT support requests.
• Review, prioritize, route, and escalate service tickets.
• Process requests received through email, phone, manual entry, or customer submission.
• Schedule internal and field technicians using the ConnectWise dispatch portal.
• Match technical resources with service requests based on availability and skill set.
• Monitor technician schedules, ticket status, service levels, and time entry.
• Keep customers informed about ticket progress, planned changes, and service interruptions.
• Coordinate with customers, technicians, and vendors to resolve issues efficiently.
• Escalate requests that cannot be scheduled or resolved within established service levels.
• Create and update ConnectWise tickets with accurate notes, resolutions, and escalation details.
• Enter time and expenses in ConnectWise.
• Perform password resets and unlock user accounts in Active Directory and supported applications.
• Provide basic Level 1 technical support when needed.
• Complete additional duties as assigned.

• High school diploma or equivalent required.
• Previous experience in help desk administration, IT dispatch, service coordination, technical support, or a similar role.
• Experience with ConnectWise or a comparable ticketing or professional services automation platform preferred.
• Basic knowledge of Active Directory, computers, and operating systems.
• A+ certification or comparable IT training is preferred.
• Ability to work varying shifts, including occasional overnight or weekend shifts, as required.
• Must be authorized to work in the United States without current or future employment sponsorship.

Skills

• Strong customer service and communication skills.
• Excellent organization, prioritization, and follow-through.
• Ability to manage multiple service requests in a fast-paced environment.
• Accurate typing, data entry, and ticket documentation skills.
• Ability to quickly learn new applications and processes.
• Basic understanding of IT support tools and escalation procedures.
• Self-motivated and able to work with minimal supervision.
• Strong verbal and written English communication skills.
• Bilingual English/Spanish or English/Portuguese is a plus.

Work Environment

This role is performed primarily in a professional office environment and requires regular computer use, customer communication, scheduling, and coordination with multiple technical support teams.

Employment Requirements

Employment is contingent upon successful completion of a background check and pre-employment drug screening., * Help desk: 1 year (Required)

• Dispatching: 1 year (Preferred)
• Learning technology: 1 year (Preferred)

License/Certification:

• CompTIA A+ (Preferred)

2900 Monarch Lakes Boulevard, Miramar, FL 33027, Hybrid work $18 - $19 an hour - Temp-to-hire, Pulled from the full job description

• Paid time off, We are an Equal Opportunity Employer and consider qualified applicants without regard to race, color, religion, sex, age, disability, national origin, sexual orientation, or any other status protected by applicable law.

Pay: $18.00 - $19.00 per hour

Benefits:

• Paid time off