Technical Triage/Dispatch

Job Description Join Our IT Service Triage Team – Where Tech Meets Top-Tier Customer Service!Are you an IT professional with a strong technical background and outstanding customer service skills? We're looking for a Service Triage Specialist who can navigate complex customer support requests & issues , prioritize requests in a ticketing system , and ensure seamless IT support, all while providing a user-centric approach to IT customer service.What You'll Do:Serve as the primary point of contact for incoming IT support requests via phone and ticketing systemsAssess, prioritize, and route requests in accordance with established procedures and SLAsDiagnose issues and escalate as necessary to the appropriate technical teamsDeliver a professional, efficient, and customer-focused support experienceCoordinate with internal IT teams to ensure timely resolution and closure of ticketsMonitor open tickets and provide follow-up with both customers and technical staffSupport continuous improvement of triage processes and service deliveryAssist with procurement, including quoting, invoicing, and receiving product.What We're Looking For:Customer service-driven person who enjoys interacting with a multitude of people.Strong communication and problem-solving skills.Ability to work in a fast-paced, service-oriented environmentA passion for helping others and ensuring top-tier customer service, teamwork, and results.Must have skills for success in this role:· Rapid Triage and Multitasking: The ability to assess the urgency of incoming calls/emails/tickets while simultaneously prioritizing existing cases and dispatching appropriately. Seamlessly move between tasks while maintaining high quality of work.· Active Listening: The ability to extract critical facts (such as severity, and caller details) despite incomplete or chaotic information.· Disciplined Documentation: Typing and recording details accurately and concisely into dispatch systems without getting bogged down in minor distractions.· Calm Demeanor: Remains composed during high-stress situations. The ability to establish control without absorbing the panic or anger of the end user/team member.· Empathy: Projects care and reassurance while maintaining the professional distance needed to make objective decisions.· Assertiveness: Possesses the fortitude to manage both the end user and team members effectively to ensure protocols are followed.Requirements:Minimum of 5 years of professional IT experienceAt least 3 years of customer service experienceStrong written and verbal communication skillsProficiency with Microsoft applications and standard office technologiesExcellent time management and organizational skillsHigh school diploma or equivalentIf you thrive in a role where technology meets customer care , we'd love to have you on board. Apply now and be part of a team that keeps IT running smoothly!We are an equal opportunity employer. We offer a full benefit package that includes Medical, Dental, and Vision, Open PTO, Expense, mileage, parking, home internet and cell phone reimbursement, Life and disability insurance, and an IRA plan.Compensation based on experience- This is an in-office only position with working hours M-F, 8:00-5:00. (NO REMOTE)