IT Service Dispatcher (Triage Connectwise)

Job Summary We are seeking a dynamic and detail-oriented IT Service Dispatcher specializing in Triage Connectwise to join our technology support team. In this vital role, you will serve as the first point of contact for incoming IT support requests, efficiently triaging and dispatching tickets to ensure prompt resolution. Your expertise in help desk systems, computer networking, and technical troubleshooting will drive seamless communication between end-users and technical teams. This position offers an exciting opportunity to contribute to a fast-paced environment where proactive problem-solving and exceptional customer service are essential. If you thrive on coordinating complex workflows and supporting IT infrastructure, this role is perfect for you! Duties Receive and prioritize incoming support tickets through Connectwise or similar help desk systems, ensuring accurate categorization and urgency assessment Dispatch support requests to appropriate technicians or teams based on expertise, workload, and issue severity Communicate clearly with end-users to gather detailed information about technical issues related to hardware, software, network connectivity, or operating systems Track ticket progress, update status reports, and ensure timely resolution while maintaining high customer satisfaction standards Collaborate with technical support teams to facilitate troubleshooting of computer hardware, software, network issues including VPNs, firewalls, DNS, TCP/IP configurations, LAN connectivity, Active Directory management, and operating system support (Windows, macOS, Linux) Maintain comprehensive documentation of support activities and resolutions for future reference and continuous improvement Assist in monitoring IT infrastructure components such as servers (Windows Server), network devices (routers, switches), mobile devices, and peripherals to ensure optimal performance Requirements Proven experience with help desk systems like Connectwise or similar ticketing platforms Strong knowledge of computer networking concepts including TCP/IP, DNS, LAN/WAN architecture, VPNs, firewalls, GPOs (Group Policy Objects), and Active Directory management Familiarity with operating systems such as Windows (including Windows Server), macOS, and Linux environments Ability to troubleshoot hardware issues related to computer hardware components and peripherals effectively Excellent communication skills with the ability to explain technical issues clearly to non-technical users Proficiency in Microsoft Office applications for documentation and reporting purposes Understanding of IT infrastructure components including routers, switches, DNS servers, and network security protocols Analysis skills to diagnose complex technical problems quickly and accurately Customer service orientation with a focus on delivering timely solutions and maintaining positive relationships with end-users Join our team if you’re passionate about delivering exceptional IT support through efficient dispatching and troubleshooting! We value proactive problem solvers who are eager to grow their skills in a collaborative environment dedicated to technological excellence. Pay: $70,000.00 - $80,000.00 per year Benefits: 401(k) Dental insurance Flexible schedule Parental leave Application Question(s): Do you have experience with Connectwise if no what IT Service management tool you used for tickets SLA tracking and dispatching field technicians? Slary is full time 70 to.80k plus all.fulltime benefits on-site at Greensboro NC Work Location: In person

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