Overview
We are looking for an organized, proactive, and people-focused IT Dispatcher / Field Technician Coordinator to join our Dell support team.
This position is responsible for managing the field technician process—from identifying and onboarding qualified technicians to coordinating their daily assignments and ensuring tickets are handled efficiently and professionally.
The ideal candidate is someone who is highly organized, communicates well, follows up consistently, and is comfortable managing multiple technicians and service requests at the same time.
Key ResponsibilitiesTechnician Recruiting & Onboarding
- Identify and help select qualified IT field technicians who are a good fit for the Dell support program.
- Communicate with potential technicians throughout the hiring and enrollment process.
- Collect required technician information, documentation, and credentials.
- Guide new technicians through the complete onboarding process.
- Coordinate technician enrollment into required systems and platforms.
- Make sure technicians complete all required training before receiving assignments.
- Follow up with technicians throughout onboarding to ensure there are no delays or missing requirements.
- Maintain accurate records of technician onboarding status and readiness.
Technician Training & Readiness
- Help technicians understand Dell support requirements, processes, expectations, and ticket procedures.
- Track completion of required training and onboarding activities.
- Ensure technicians understand how to properly communicate, update, and close service tickets.
- Identify technicians who need additional support or training before they begin taking assignments.
- Confirm technicians are fully ready and available before assigning them live work.
Daily Dispatch & Ticket Management
- Review incoming service tickets each morning.
- Assign tickets to the appropriate technicians based on location, availability, skill set, and workload.
- Ensure technicians acknowledge and respond to assigned tickets in a timely manner.
- Monitor ticket progress from assignment through completion.
- Follow up with technicians when updates, responses, or actions are missing.
- Escalate delays, issues, or technician problems when necessary.
- Help ensure tickets are completed according to Dell's service requirements and timelines.
- Maintain visibility of the team's daily workload and technician availability.
Ongoing Technician Management
- Serve as a primary point of contact for field technicians.
- Maintain regular communication with technicians regarding assignments, scheduling, and ticket requirements.
- Monitor technician performance, responsiveness, and reliability.
- Address recurring issues and help improve technician performance.
- Maintain an organized database or tracking system for technicians, onboarding status, training, availability, and performance.
- Build strong working relationships with the technician network.
What We're Looking For
- Strong organizational and follow-up skills.
- Excellent communication skills, both written and verbal.
- Ability to manage multiple people, tickets, and priorities simultaneously.
- Comfortable communicating with technicians and holding them accountable for deadlines.
- Strong attention to detail.
- Ability to learn and follow structured processes.
- Problem-solving mindset and ability to handle issues quickly.
- Comfortable working with computers, ticketing systems, email, spreadsheets, and online platforms.
- Previous experience in IT support, dispatching, recruiting, field service coordination, or technician management is a plus.
- Experience with Dell support or field service operations is a plus, but not required.
What Success Looks Like
The successful candidate will ensure that:
- We consistently have qualified technicians available in the required markets.
- New technicians move smoothly through enrollment, onboarding, and training.
- Technicians are fully prepared before receiving live assignments.
- Tickets are assigned every morning without delays.
- Technicians respond to their assignments on time.
- Tickets are actively monitored until completion.
- Problems are identified and addressed before they become larger issues.
- The technician network remains organized, responsive, and reliable.
Ideal Candidate
We are looking for someone who takes ownership. This is not simply a position where you assign tickets and wait for technicians to complete them.
You will be responsible for making sure the entire process works—from finding the right technician, getting them enrolled, making sure they complete training, preparing them to work, assigning their tickets, following up on their progress, and making sure the job gets completed properly.
If you are organized, persistent, good with people, and enjoy keeping moving parts under control, this could be a great fit.
Pay: $18.00 - $25.00 per hour
Benefits:
- Flexible schedule
- Professional development assistance
Work Location: Remote
