Service Desk Administrator
- Full-time position
- Office, hybrid, or remote work environment depending on business needs
- Standard business hours with occasional flexibility required to support operational needs
Position Summary
We are seeking a highly organized and customer-focused Service Desk Dispatcher to serve as the central point of contact for incoming service requests. This role is responsible for answering help desk calls, creating and managing support tickets, prioritizing requests, dispatching work to technicians, and ensuring timely communication between customers and technical staff.
The ideal candidate excels in a fast-paced environment, has strong communication and organizational skills, and can effectively coordinate multiple requests while maintaining exceptional customer service.
Key Responsibilities
- Receive and respond to incoming help desk calls, emails, and service requests.
- Create, update, and maintain support tickets within the ticketing system.
- Triage and prioritize incidents and service requests based on urgency, business impact, and service level agreements (SLAs).
- Assign tickets to appropriate technicians, engineers, or support teams.
- Monitor ticket queues to ensure requests are addressed within established response and resolution timelines.
- Coordinate technician schedules and workload balancing to maximize efficiency and customer satisfaction.
- Follow up with customers to gather additional information and provide status updates.
- Escalate critical issues to management or specialized support teams when necessary.
- Maintain accurate documentation of customer interactions, issue details, and resolution notes.
- Generate reports and assist with monitoring service desk performance metrics.
- Collaborate with technical teams to improve workflow processes and service delivery.
Required Qualifications
- High school diploma or equivalent required; associate degree preferred.
- 1-3 years of experience in customer service, dispatching, service coordination, or help desk support.
- Strong verbal and written communication skills.
- Excellent organizational and multitasking abilities.
- Ability to prioritize competing demands in a fast-paced environment.
- Proficiency with Microsoft Office applications, including Outlook, Teams, Excel, and Word.
- Experience working with ticketing or service management systems is preferred.
- Strong attention to detail and commitment to customer service excellence.
Preferred Qualifications
- Experience in an IT help desk, managed services provider (MSP), technical support, or service desk environment.
- Familiarity with IT service management (ITSM) concepts and ticketing platforms such as ConnectWise, ServiceNow, Jira, Freshservice, Zendesk, or HaloPSA.
- Understanding of service level agreements (SLAs) and incident management processes.
- Experience coordinating field service or remote support technicians.
Key Competencies
- Customer Service Orientation
- Task Prioritization
- Problem Solving
- Communication Skills
- Time Management
- Team Collaboration
- Attention to Detail
- Adaptability
Why Logivision?
We’re not just another IT shop. We’re a faith-driven, growth-minded team that puts people first—our clients, our team, and our community. Joining Logivision means:
- Working alongside a supportive, high-performing team.
- Being part of a company that values creativity, ownership, and doing the right thing.
- Growth opportunities—professionally and personally—as we expand.
- Serving businesses in tight-knit communities with enterprise-grade IT solutions.
Location
Based in Winesburg, OH, serving businesses within ~1.5 hours
Benefits:
- Dental insurance
- Health insurance
- Paid time off
- Professional development assistance
- Vision insurance
Apply Today
If you’re ready to bring your expertise, energy, and leadership to a growing team that values excellence—we’d love to meet you. Send your resume to [email protected]
Pay: $55,000.00 - $70,000.00 per year
Benefits:
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Parental leave
- Vision insurance
Ability to Commute:
- Winesburg, OH 44690 (Required)
Work Location: In person
