Service Desk & Dispatch Coordinator

The Service Desk & Dispatch Coordinator is responsible for serving as the primary Tier 1 support contact for clients while coordinating and organizing daily ticket flow. This role combines frontline help desk troubleshooting with dispatch and scheduling responsibilities to maximize the effectiveness of technical resources.

The position absorbs routine support work, manages service requests, and ensures tickets are properly triaged, scheduled, and communicated. Strong client communication and organizational discipline are essential. This is primarily a remote position that may occasionally require office or onsite client visits., Help Desk & Service Request Handling

• Act as the primary point of contact for incoming client support requests
• Provide Tier 1 troubleshooting for common end-user issues (Windows, Microsoft 365, printers, VPN, connectivity)
• Complete routine service requests
• Attempt first-contact resolution whenever possible
• Escalate complex issues with clear documentation and troubleshooting notes
• Be on an on-call rotation

Ticket Triage & Dispatch Coordination

• Monitor and triage incoming tickets in real time
• Assign priority based on urgency and business impact
• Schedule and dispatch remote and onsite work efficiently
• Maintain organized ticket queues and prevent backlog buildup
• Optimize technician schedules to improve response time
• Escalate tickets that cannot be scheduled within agreed service levels

Client Communication & Follow-Up

• Serve as a professional and responsive client contact
• Keep clients informed of ticket progress and scheduling
• Set realistic expectations for response and resolution
• Follow up after ticket completion to ensure satisfaction

Documentation & Process Adherence

• Enter all work and updates into the ticketing system
• Document troubleshooting steps and resolutions
• Follow established SOPs and contribute to improving documentation
• Maintain accurate client records and internal knowledge base entries

Scope Limitations (What This Role Does Not Include)

• Server architecture or advanced infrastructure engineering
• Tier 3 project engineering or complex system design
• Independent ownership of major infrastructure projects
• This is a frontline service desk and coordination role focused on operational support delivery.

Do you have experience in Customer communication?, * Strong verbal and written communication skills

• Excellent organizational and multitasking ability
• Professional client-service mindset
• Ability to remain calm and effective under pressure
• Technical awareness to properly triage and route issues
• Understanding of help desk workflows and ticket lifecycle
• Ability to follow structured processes and SOPs
• Self-motivated and comfortable working in a remote environment

Credentials and Experience

• Experience in IT support or an MSP environment preferred
• Familiarity with Windows desktop environments
• Working knowledge of Microsoft 365 administration and applications
• Experience with a help desk or ticketing platform
• Dispatch or scheduling experience is a plus
• Experience with HaloPSA
• Industry certifications (CompTIA A+, Network+, or similar) preferred

Technical Requirements

• Reliable high-speed internet connection (minimum 100 Mbps download / 10 Mbps upload)
• Quiet, professional remote work environment suitable for client calls
• Ability to attend occasional in-office or onsite client visits, * Highly organized and process-driven
• Calm, patient, and professional with clients
• Proactive in identifying inefficiencies and improving workflow
• Comfortable balancing technical work with coordination tasks
• Team-oriented and accountable

5.05.0 out of 5 stars Warrensburg, MO 64093 Hybrid work $20 - $25 an hour - Full-time, Pulled from the full job description

• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Health savings account
• Dental insurance, * Pay range: $20-25 per hour, depending on experience
• Health insurance options
• 401(k) retirement plan
• Paid time off (PTO)
• Paid company holidays
• Additional benefits may be introduced as the company grows

Growth & Advancement

This role offers the opportunity to expand technical and operational skills as the company grows. Advancement is based on performance, demonstrated reliability, and business needs. The position is designed for steady professional development within a small MSP environment rather than rapid promotion into senior engineering roles.

Job Type: Full-time

Pay: $20.00 - $25.00 per hour, * 401(k)

• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Vision insurance