Job Description

We are looking for a highly organized and service-oriented Junior IT Dispatcher to support a U.S.-based IT services team. In this role, you will coordinate incoming support requests, manage technician schedules, communicate with customers, and help ensure tickets are handled according to established service levels.

This is a coordination and dispatch role rather than a hands-on technical support position. Two weeks of structured onboarding and shadowing are provided, along with ongoing coaching.

Duties / Task to perform

• Monitor the incoming support ticket queue and triage new requests based on urgency, impact, and SLA requirements.
• Assign and schedule tickets to the appropriate technician based on skill set, availability, and priority.
• Manage the daily technician schedule, filling gaps, maintaining utilization, and preventing double-bookings.
• Acknowledge new support requests and communicate expectations, appointment details, and status updates to customers.
• Answer inbound support calls, gather relevant information, and create accurate tickets.
• Escalate tickets that are at risk of breaching SLA requirements to the appropriate service leadership.
• Maintain accurate and current ticket information, including statuses, notes, time entries, and closure details.
• Follow up on aging or inactive tickets and help drive them toward resolution.
• Support the service department with basic administrative and reporting tasks.
• Maintain accurate documentation and clear communication across the service workflow.

Requirements

• 1+ year of experience in a service desk, help desk, call center, dispatch, or scheduling role.
• Strong written and verbal English communication skills with a clear, professional phone presence.
• Comfortable working with PSA or ticketing systems such as ConnectWise Manage, Autotask, HaloPSA, or similar platforms; training on the team's system will be provided.
• Solid Microsoft 365 skills, particularly Outlook, Teams, and basic Excel and SharePoint.
• Basic IT literacy and the ability to recognize common issues involving password resets, email, printers, connectivity, and VPNs for appropriate triage and routing.
• Strong calendar, scheduling, and time-management skills.
• Ability to manage competing priorities and coordinate multiple technician schedules.
• Strong attention to detail with accurate documentation and note-taking skills.
• Calm and organized when working under pressure.
• Strong ownership, reliability, and follow-through.
• Friendly and professional communication skills when working with customers and technicians.
• Proactive approach to identifying and escalating potential problems.
• Ability to work effectively in a structured, collaborative, and service-focused environment.
  
  Schedule & availability: Monday–Friday, 8:00 AM–5:00 PM Pacific Time
  

Benefits

• Stable, long-term collaboration

• Clear scope of responsibilities and structured workflows
• Opportunity to learn established project management processes and technical workflows
• Opportunity to work with international teams
• Exposure to modern tools and professional processes
• Supportive and collaborative work culture
• Opportunity for skill development and career growth

📌 Before You Apply, Please Read:

At Freelance Latin America, we’re excited to connect you with meaningful remote opportunities. However, we want to be clear:

⏰ These are professional roles with set schedules defined by the client.
Consistent availability is expected. You will have a set work schedule determined by the client, and you are expected to be present during those hours.

🤝 You will be part of the client’s team.
You’ll follow their company guidelines, communication practices, and workflows, ensuring seamless collaboration.

📈 KPIs and goals matter.
Your performance will be measured to ensure alignment with client expectations and project objectives.

🧑‍🏫 Training may be required.
You might need to complete training to fully understand your role, tools, and client processes.

🎯 Commitment and responsibility are essential.
We work with clients who rely on your dedication to deliver consistent, high-quality results. This is key to building trust and long-term partnerships.

🚀 Ready to grow your career with us?
Apply only if you are ready to commit, learn, and take ownership of your role.