> Markdown version of [/jobs/ext/4380048-it-dispatcher-remote-pacific-time-zone-hours](https://www.wearedevelopers.com/jobs/ext/4380048-it-dispatcher-remote-pacific-time-zone-hours). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Dispatcher (Remote - Pacific Time Zone Hours) - **Company:** Xantrion Incorporated - **Location:** United States (Remote available) - **Experience:** Experienced - **Salary:** $45,000.0 - $50,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Word, Microsoft Excel, Apple IOS, Microsoft Outlook, Issue Tracking Systems, Microsoft Office, Peripherals - **Published:** October 28, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=58be31b2419d8061 ## About the Role If you are an experienced client service representative who likes a fast-paced environment and has experience providing services in person, we invite you to explore our Dispatcher position. Work from home and receive outstanding benefits that support your family- while working for a company that takes a people-first approach to business., High school diploma or equivalent., * Minimum of 2 years in customer service, dispatching, project management, or equivalent combination of education and experience. * Customer service experience in a call center, dispatch center, or telecommunications organization is a plus. * Previous MSP dispatch and/or coordination experience is highly desired. * Experience with ConnectWise or similar ticketing systems is highly desired. * Ability to quickly and accurately determine incident scope and impact. * Demonstrable competency in use of MS Office products: + Outlook - high level for e-mail and organizational tracking tasks + Excel / Word - intermediate skill * Ability to multitask with an appropriate sense of urgency. * Superior customer service and communication skills, both written and verbal. * Efficient time management skills. * Superior documentation and follow-up skills. * Spanish bilingual skills are highly preferred. Personal Attributes * Positive attitude. * Excellent verbal and written communication skills. * Ability to work under pressure, meet deadlines, and handle multiple tasks in a fast-paced environment. * Experience working in a team-oriented, collaborative environment. * Ability to compromise when merited, as well as exercise good judgment * Ability to work independently, proactively, and establish ownership of issues. * Demonstrated interpersonal skills, able to foster strong relationships internally and externally. * Desire to grow and evolve the position., * Must have a reliable, high-speed internet connection that effectively supports work responsibilities, including video conferencing. * Must have a dedicated, secure, and private workspace. Unless arranged by Xantrion, shared work environments, such as coworking spaces, are unacceptable. Client information must always be kept private. * Must use Xantrion-provided PC and headset to execute job functions. ## Description The overall occupational objective of a Dispatcher is to provide support in coordinating workflow for Service Desk technicians and engineers who, in turn, provide service to our clients. Essential Functions and Responsibilities: Ticket Management * Answer high volume incoming calls and chat requests from our call center. * Identify incoming service requests within ConnectWise Triage board and remove unwanted SPAM. * Perform ticket triage by clarifying and updating fields within tickets to ensure technicians can quickly and accurately gauge the scope of the service requests. * Schedule tickets to the most appropriate resources based on urgency, availability, and technician skill level. * Adhere to internal security policies by seeking approval for access changes in service requests from client's IT liaison in writing, where appropriate. * Set client expectations regarding the availability of resources for tickets that come into the service board and tickets that require dispatching. * Maintain an awareness of trends in client's service requests and alert service managers or primary consultants to recurring issues, particularly when problems reported may be indicative of a larger issue. * Assist with low level tickets such as password reset requests and group membership changes. * Make outbound phone calls on positively rated tickets and request they convert to positive reviews on Google. Administration * Forecast workload for support staff, including weekend and after-hour work, to assist with scheduling and escalating work. * Prepare resource schedules for helpdesk coverage, escalation engineers, on-call resources, departmental shadowing, and team meetings. * Update client information (i.e. client engineer assignments, primary liaisons, etc.), as needed. * Periodically review open requests and verify their status, proper client agreements are selected, and a resource is assigned., * All tickets are properly scheduled according to our internal-facing SLAs. * Manager and peer review of goal achievement. * Coachability, willingness to work as a member of a team. * Detailed ticket notes at every relevant step of dispatch. * Dispatch portal is properly maintained. Tasks do not "fall through the cracks". Physical Demands * Sitting or Standing for Long Periods: Ability to remain seated or standing at a workstation for extended durations, with regular breaks to prevent fatigue. * Viewing a Computer Monitor: Sustained ability to focus on a computer screen for tasks such as reading, typing, and data entry, with appropriate lighting and screen settings to reduce eye strain. * Digital Dexterity and Hand/Eye Coordination: Proficient use of hands and fingers to operate office equipment, including frequent alpha/numeric keyboarding, mouse usage, and handling other peripherals. * Oral Communications: Engaging in clear and effective verbal communication over the phone, video calls, and occasionally in person, requiring strong speech and active listening skills. * Use of Peripheral Devices: Handling and operating devices such as a mouse, headset, and other computer accessories with precision. * Basic Ergonomic Adjustments: Ability to adjust seating, monitor height, and other workstation elements to maintain comfort and reduce physical strain. * Environmental Awareness: Maintaining a workspace free from excessive noise and distractions to ensure focus and productivity. * Occasional Lifting and Moving: Ability to lift and move light objects, such as laptops, documents, and office supplies, as needed. Company Policy and Procedure Compliance * Follow and support company policies and procedures as well as all local, state, and federal laws. * Always maintain confidentiality of company and customer records and information. * Maintain a professional image, adhering to Xantrion's dress code. * Must have an existing cell phone (running current Android or iOS). * If applicable Xantrion will provide a cell phone, internet connection, and home office equipment allowance. See the Xantrion Handbook for details.