Technical Support Dispatcher

Knoxville, TN (onsite) Technical Support Dispatcher role at Centriworks coordinates inbound service requests and helps keep client support running on time. You will be the first point of contact for requests, ensure tickets are accurate and complete, and coordinate technicians for on-site or remote resolution while staying aligned to customer SLAs. If you enjoy structured problem-solving, clear communication, and teamwork across IT functions, this position is built for you.

What you will do

• Serve as the primary point of contact for Centriworks clients for all types of service requests
• Pre-process incoming requests received by phone, ticketing system, or direct customer input
• Collect and enter required customer details in the correct ticket fields (including contact phone number and email address)
• Ensure tickets are updated with complete information such as Type, Subtype, Item, Ticket Owner, SLA Agreement, and Priority
• Enter all work as service tickets into the IT ticketing systems
• Route incoming and existing tickets to the appropriate technicians and provide updates as work progresses
• Schedule internal and field technical resources using their calendars and monitor schedules to support prompt time entry
• Monitor open service tickets to ensure the team is meeting customer SLAs
• Communicate with customers, including incident progress updates and notification of impending changes or agreed outages
• Escalate requests that cannot be scheduled within agreed service levels
• Escalate to other team members when necessary, and identify recurring issues for root cause analysis
• Provide technical support for the referenced application and act as a primary technician for issues when required
• Document clear troubleshooting notes in the IT ticketing system
• Work closely with network engineers, systems administrators, and project teams to resolve cross-functional issues
• Participate in team meetings and contribute to knowledge-sharing initiatives
• Support onboarding and offboarding processes in coordination with HR and IT operations

Requirements

• Associate degree
• 1+ year in a technical customer support role
• Experience in IT ticketing systems
• Positive attitude and willingness to continually learn
• Excellent communication and organizational skills
• CompTIA Network+ Certification
• Proven problem-solving ability and team-oriented mindset
• Desire to grow professionally within the IT Services industry

How success is measured

• Efficiently assigning issues to the correct technicians
• Staying organized, communicative, and collaborative to support smooth operations and high client satisfaction
• Delivering exceptional customer support and service through dependable problem-solving and clear ticket coordination

Additional operational responsibilities include entering time and expenses as they occur, reporting on IT Support resource utilization, and supporting successful completion of service requests by the Technical Support Manager.