Trajector is where purpose meets progress. We specialize in developing medical evidence that becomes the compass our clients rely on while navigating the intricate terrain of disability benefits. Our calling is clear: to make a real difference, infuse passion, and enhance the quality of life for the disabled community. As part of our global community, you'll join a team of over 1,500 dedicated individuals, each contributing their unique talents to streamline the path to benefits. Urgency propels us, data empowers us, and every step is tailored to ensure those with disabilities access their rightful compensation. Join us in shaping stories of transformation, one life at a time.

We are seeking an experienced, highly organized, and detail-oriented individual to join our team as an IT Dispatcher II. In this role, you will play a crucial part in coordinating and managing service requests and incident resolution. The ideal candidate will have a strong technical understanding, excellent communication skills through written and phone channels, and a proactive approach to problem-solving. This role will require the ability to collaborate with IT leadership to build and enforce policy and procedure surrounding IT dispatching, and scheduling of remote and on-site technicians. We are looking for a capable and seasoned Dispatcher to not only perform dispatching tasks, but also take ownership of the process and help steer its development. This position onsite in our American Fork, Utah or Gainesville, Florida corporate office.  

• $50,000 - $57,500 per year with quarterly bonuses based on performance with total compensation at a range of approximately $68,000 - $77,500.
• Health benefits, 401k program fully vested in two years, education reimbursement, and more.
• Paid time off, including 7 federal holidays plus 2 flex holidays for DEI.
• Joining a rapidly growing organization.

• Service Request Management: Receive service requests and incidents through our communication channels, including phone, emails, ticketing systems, and chat platforms.
• Incident Triage: Prioritize and categorize incoming requests based on urgency, impact, and customer needs.
• Communication: Interact with clients, technicians, and other team members through VoIP and written channels, providing clear and concise instructions and updates.
• Dispatching: Assign service requests to the appropriate technicians based on their skills, availability, and workload, ensuring efficient utilization of resources.
• Monitoring: Keep a close eye on the progress of ongoing service requests and incidents, following up with technicians and clients as needed.
• Documentation: Maintain accurate records of all service requests, incidents, and resolutions, updating ticketing systems and databases as required.
• Quality Assurance: Conduct regular reviews of service requests to ensure they meet predefined quality standards and escalate any discrepancies to management.
• Customer Support: Respond to client inquiries and requests promptly, providing updates and resolutions in a professional and courteous manner.
• Reporting: Generate reports on service request metrics, technician performance, and incident trends for analysis and improvement purposes.
• Collaboration: Work closely with the technical team, service managers, and other departments to facilitate efficient incident resolution and client satisfaction.
• Training and Leadership: Take ownership of the dispatch process to ensure that all aspects of the dispatch process are working as expected. Train up new dispatchers as we expand the team.

• Authorized to work in the United States and not require work authorization sponsorship by our company for this position now or in the future.
• Associate degree in information technology, related degree, or equivalent experience
• 3 – 5 years of prior experience in a dispatch or coordination role within an MSP or similar IT corporate environment.
• Strong written and verbal communication skills, including grammar, spelling, and clarity.
• Exceptional organizational skills and the ability to manage multiple tasks simultaneously.
• Technical understanding of IT systems and terminology.
• Proficiency in using ticketing systems (ConnectWise Manage is a plus), chat platforms, and email for communication.
• Excellent problem-solving and critical-thinking skills.
• Certifications in ITIL, CompTIA, Microsoft products, or other relevant certifications preferred.

Trajector is an EOE/Veterans/Disabled/LGBTQ employer.