Help Desk/Dispatcher Specialist

CTI is seeking a full-time Help Desk/Dispatch Specialist to support service operations and serve as the primary point of contact for print-related incidents and service requests. The position is responsible for Tier 1/Tier 2 help desk support, dispatch coordination, ticket management, SLA tracking, fleet performance analysis, and reporting.

The Help Desk/Dispatch Specialist will receive, assess, prioritize, and coordinate incoming service requests; provide basic troubleshooting; dispatch field service resources; and monitor incidents through resolution. The position will maintain accurate service records, monitor SLA requirements, analyze fleet and usage data, and provide reporting to support oversight and operational decision-making.

The ideal candidate demonstrates strong communication, organization, prioritization, problem-solving, and analytical skills, with close attention to detail and the ability to manage service requests, coordinate resources, track priorities, and support reporting in a fast-paced environment., * Maintain accurate service records, customer data, and call histories while prioritizing, scheduling, and dispatching work with precision.

• Operate a Tier 1/Tier 2 help desk and serve as the single point of contact for print-related incidents and service requests during core business hours.
• Provide remote and on-site field service coordination to support resolution of incidents within the required response and resolution times.
• Receive, triage, prioritize, troubleshoot, escalate, and coordinate service requests and incidents.
• Dispatch field service personnel based on incident requirements, location, availability, priority, and established procedures.
• Log, track, update, and close all incidents and service requests in a ticketing system
• Monitor open tickets and SLA requirements and escalate incidents at risk of exceeding established response or resolution times.
• Prepare a monthly performance report covering device uptime, incident volumes, resolution times, SLA compliance, volumes by device and site, and cost trends.
• Develop dashboards and/or standardized data exports to support cost transparency, performance oversight, and decision-making.
• Analyze fleet and print usage data, and support compliance, and continuous improvement activities related to service operations.
• Maintain accurate service and operational records and perform other related duties as required.

• Associate degree or relevant technical education preferred.
• 2+ years of experience in help desk, service desk, dispatch, field service coordination, customer support, or a related service operations environment.
• Experience with ticketing, work-order, or service management systems.
• Experience with incident triage, prioritization, escalation, ticket management, and SLAs.
• Ability to coordinate field personnel and manage multiple service requests.
• Ability to collect, analyze, and report operational and fleet data.
• Experience with spreadsheets, dashboards, or standardized data exports preferred.
• Strong organizational, communication, customer service, and problem-solving skills.
• Proficiency with Microsoft Office and standard business applications.
• Ability to work independently and as part of a service operations team.
• Must be United States citizen or permanent resident with a valid work permit., * dispatch, help desk or field service coordination: 2 years (Required)

Salary and Company Benefits

• Low-cost comprehensive health insurance: CTI pays for 50% of the monthly premium and many of your health insurance deductible costs.
• Comprehensive 401k offering including low-cost mutual funds.
• CTI contributes an amount equal to 3% of your salary into your 401k regardless of whether you contribute.
• Company-paid life insurance for each employee to the beneficiary of the employee’s choice.
• Remote work environment.

Pay: $50,000.00 - $60,000.00 per year, * 401(k)

• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Referral program
• Vision insurance

Founded in 1990, CTI is a Federal Government contractor that specializes in providing print and data management services for DoD and Federal Civilian agencies.