Service Desk Dispatcher

PCH Technologies is hiring a Service Desk Dispatcher & Coordinator to be the central hub of our technical support operations. You'll triage and dispatch service requests, coordinate on-site technician schedules, and manage hardware shipments. We need 1–2+ years of customer service, dispatch, or coordination experience (MSP/help desk preferred), strong communication skills, and familiarity with PSA platforms and Microsoft 365. This is an on-site, full-time role for someone who thrives in a fast-paced environment with excellent calendar management and attention to detail.

Key Responsibilities

• Live Call Handling & Triage:
• • Answer incoming client support calls in a professional, courteous, and timely manner.
  • Collect essential incident details, confirm contact information, and create clear, detailed tickets within the PSA (e.g., ConnectWise Manage, Autotask, HaloPSA).
  • Accurately assign primary Issue and Sub-Issue categories, priority levels, and initial SLA targets.
• Help Desk Queue Management:
• • Continuously monitor unassigned incoming ticket queues (email connectors, client portals, monitoring alerts).
  • Review, categorize, and route tickets to appropriate tiers (Tier 1, Tier 2, Escalations, Field Services) based on skill requirements and workload.
• Field Dispatch & Scheduling:
• • Coordinate and schedule on-site technician visits, balancing client availability, technician drive time, and SLA commitments.
  • Maintain and optimize technician calendars to avoid scheduling conflicts and minimize travel overlap.
  • Follow up with clients to confirm appointments and provide technician arrival updates.
• Shipping, Receiving & Inventory Handling:
• • Receive incoming hardware shipments (laptops, firewalls, network switches, peripherals) and inspect for damage.
  • Log received assets into inventory tracking/PSA asset records.
  • Stage, securely box, label, and coordinate outbound shipping (FedEx, UPS, courier) for client deployments or RMA returns.
• Administrative Support:
• • Assist the Service Desk Manager with monitoring open ticket aging and identifying potential SLA breaches.
  • Participate in weekly team dispatch alignment meetings.

Qualifications & Requirements

• Experience: 1–2+ years of customer service, dispatch, or administrative coordination experience (prior experience at a Managed Service Provider or technical help desk is strongly preferred).
• Technical Familiarity:
• • Basic understanding of IT terminology (workstations, servers, switches, MFA, password resets) to accurately categorize technical issues.
  • Familiarity with PSA ticketing platforms (ConnectWise, Autotask, HaloPSA, Kaseya) and Microsoft 365.
• Core Skills:
• • Strong verbal and written communication skills with a calm, customer-first demeanor.
  • Excellent calendar management and multitasking abilities in a fast-paced environment.
  • High attention to detail regarding data entry and category classification.

PCH Technologies is a security first Managed Service Provider delivering enterprise-grade cybersecurity, AI powered IT solutions, and managed services to small and midmarket businesses across the Philadelphia metro and South Jersey. Nearly 30 years in business, ranked on the MSP 501 for 8 consecutive years, and SOC 2 Type II certified, our team combines deep technical expertise with a client first mentality to keep businesses secure, productive, and ahead of the curve.