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# Help Desk/Dispatcher Specialist

- **Company:** Cartridge Technologies, LLC
- **Location:** United States (Remote available)
- **Experience:** Experienced
- **Salary:** $50,000.0 - $60,000.0
- **Contract:** Permanent contract
- **Skills:** Business Software, Spreadsheets, Computer Telephony Integration, Customer Data Management, Issue Tracking Systems, Microsoft Office
- **Published:** September 20, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=dae781e2f401b872

## About the Role

* 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)

## Description

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.