IT Help Desk Dispatcher-Fully Remote

Certerra is a growing national provider of testing, inspection, and certification services that support innovation in new product development, quality assurance, for project delivery, and engineered solutions for asset management. We are passionate about contributing to the sustainable development of the communities we serve. We are a national firm with a global reach serving national and international clients from 30+ offices located in 10 states and are ranked on ENR’s Top 500 list alongside the nation’s top firms. With a 60-year history, Certerra has a passion for high-end services, constant innovation, and investment in the development of world-class laboratory facilities, and interactive management technologies. Each member of our staff is committed to service, innovation, and the success of our clients.

The IT Help Desk Dispatcher serves as the central operational hub for all incoming IT support requests. This role is responsible for triaging incidents, dynamically assigning work to appropriate technical resources, monitoring ticket queues, and ensuring service level objectives (SLAs) are met. Operating in a fully remote capacity, the Dispatcher plays a critical role in maximizing technician efficiency, improving customer satisfaction (CSAT), and maintaining operational visibility across geographically distributed IT support functions.

Essential Duties and Responsibilities:

• Service Request Coordination & Triage: Receive and review support requests via phone, email, and portal. Accurately categorize, prioritize, and route tickets based on technician availability, skill sets, current workloads, and service priority.
• Queue Management & SLA Compliance: Continuously monitor remote ticket queues and identify aging tickets. Coordinate corrective actions to prevent SLA violations and ensure timely resolutions.
• Customer Service & Communication: Serve as the primary virtual point of contact for end users. Provide professional updates regarding ticket status and timelines, and translate technical concepts into business-friendly language.
• Escalation & Incident Support: Promptly escalate high-impact, business-critical issues using established procedures. Follow up with both users and IT staff to maintain steady resolution progress.
• Operational Reporting & Documentation: Maintain precise ticket documentation within the ITSM platform. Assist in generating reports on performance metrics (e.g., ticket volume, response times, trends) and help maintain internal knowledge base articles.
• Process Improvement: Recommend workflow optimizations for the service desk, participating in ITIL-aligned incident, problem, and change management continuous improvement initiatives.

Qualifications & Experience:

• Education: Associate degree in Information Technology, Business Administration, or a related field preferred.
• Experience: Minimum 2 years of experience in customer service, service desk operations, dispatching, scheduling, or administrative coordination.
• Systems Literacy: Hands-on experience working within an ITSM platform (e.g., ServiceNow, Freshservice, HaloITSM, Jira Service Management, ManageEngine).
• Technical Familiarity (Preferred): Previous experience in a technical support environment. Understanding of core IT concepts including Windows OS, Microsoft 365, Active Directory/Entra ID, networking fundamentals, and endpoint management.
• Certifications (Preferred): ITIL Foundations certification or familiarity with ITIL service management frameworks.
• Remote Workplace Requirements: Must have a reliable, high-speed internet connection and a quiet, professional home office workspace free from distractions.

Key Competencies:

• Customer Focus & Empathy: Proven ability to preserve a positive, calm, and professional customer experience while troubleshooting stressful user issues over remote channels.
• Organization & Multi-Tasking: Exceptional capability to balance multiple queues, fluid escalations, and competing priorities simultaneously under tight pressure.
• Collaborative Communication: Strong verbal and written communication skills to seamlessly bridge the gap between end users, technical staff, vendors, and management across a distributed workforce.

Performance Metrics:

Success in this role is evaluated by:

• SLA compliance and first response times
• Ticket assignment accuracy and queue backlog reduction
• Customer satisfaction (CSAT) scores
• Efficient technician utilization and workload balancing

We are an Equal Opportunity Employer. This Company is dedicated to both the letter and the spirit of the equal opportunity employment laws. All applicants and all employees will be evaluated based on their ability, competence, and performance of the essential functions of their positions. There will be no discrimination based on race, sex, national origin, religion, age 40 and over, disability, sexual orientation, marital status, or any other classification which may be protected by federal, state, or local laws. In compliance with the Americans with Disabilities Act, we specifically offer equal opportunity for all employees or job applicants who may have a physical or mental disability. Such people will be hired based on their ability to perform the essential functions of the job in question. Likewise, their work will be evaluated on their performance of these essential functions. We will offer reasonable accommodation to individuals with disabilities, to the extent that Company resources allow without undue hardship. As part of our equal employment policy, there will be no wage differentials based on gender, between men and women employed in the same establishment, on jobs that require equal skill, effort, and responsibility, and which are performed under similar working conditions.