{"id":2195979,"url":"https://alion.io/job/centriworks-technical-support-dispatcher","title":"Technical Support Dispatcher","company":{"id":3854208,"name":"Centriworks","domain":"centriworks.com","url":"https://alion.io/company/centriworks","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Paylocity","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Knoxville, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":50000,"max_usd":126000,"period":"year","method":"role_country_seniority_unknown","sample_n":2068},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-09T17:01:14Z","employer_posted_date":"2026-10-09","last_verified_at":"2026-10-20T22:38:44Z","board_verified":true,"closed_at":null,"days_open":11,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":11},"description":"Description\nThe Technical Support Dispatcher is responsible for all inbound user service requests; coordinating the dispatch of technicians for user issues requiring on-site or remote resolution; and organizing technician schedules for all Technical Support staff.\nThe Technical Support Dispatcher will be responsible for communicating directly with customers, who are the users of the service and are requesting service regarding issues via phone, email, or customer portal. It is the Dispatcher's responsibility to ensure that all incidents, issues, and/or problems are logged, and contain all necessary information for a technician to resolve the user’s service issue and can assign the ticket to the proper technician who is qualified to remediate the support issue.\nKey Responsibilities\nMonitor Ticket Queues and Dispatch Tickets - 60%\nPoint of contact for Centriworks clients for all types of service requests\nPre-process service requests as they arrive through a phone call, ticketing system, or direct customer input.\nEnsuring the company name, contact information is entered in the correct fields i.e. Contact Phone Number, and Email Address\nUpdating the status of tickets to include Type, Subtype, Item, Ticket Owner, SLA Agreement, and Priority of tickets.\nSchedule internal and field technical resources using their calendars.\nMonitor resource schedules to ensure prompt time entry on service requests.\nCommunication with customers is required: keeping them informed of incident progress and notifying them of impending changes or agreed outages.\nRoute incoming and existing tickets to the appropriate technicians.\nMonitor open service tickets to make sure the team is meeting customer SLAs.\nImprove customer service, perception, and satisfaction with fast turnaround of customer requests.\nAbility to work in a team and communicate effectively.\nImprove usage and increase the productivity of IT support resources.\nEscalate service requests that cannot be scheduled within agreed service levels.\nReport on the utilization of IT Support resources and successful completion of service requests by the Technical Support Manager.\nResponsible for entering time and expenses as they occur.\nEnter all work as service tickets into I.T. ticketing systems.\nEscalate requests to other team members as necessary.\nCommunicate ticket status and updates to clients and internal stakeholders\nIdentify recurring issues and flag for root cause analysis\nData Collection Agent - 30%\nServe as the primary technician for issues\nProvide technical support for this application\nDocument clear troubleshooting notes with the I.T. ticketing system\nProvide positive customer support for all clients.\nCollaborate Across IT Departments - 10%\nWork closely with network engineers, systems administrators, and project teams to resolve cross-functional issues\nParticipate in team meetings and contribute to knowledge-sharing initiatives\nSupport onboarding and offboarding processes in coordination with HR and IT operations\nRequirements\nRequired Qualifications\nAssociate degree\n1+ year in a technical customer support role\nExperience in IT ticketing systems\nPositive attitude and strong willingness to continually learn\nExcellent communication and organizational skills\nPreferred Qualifications\nCompTIA Network+ Certification\nProven problem-solving ability and team-oriented mindset\nDesire to grow professionally within the IT Services industry\nWhat Success Looks Like in This Role\nSuccess in the Technical Support Dispatcher role is defined by the ability to deliver exceptional customer support and service. A successful team member assigns issues efficiently to the correct technicians. They are organized, communicative, and collaborative, ensuring smooth operations and high client satisfaction. This individual is recognized as a dependable problem solver and a key contributor to the Centriworks I.T. team.","description_format":"text","description_chars":3890,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"associate","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Managed IT Services (MSP)"],"lifecycle":[{"event":"open","at":"2026-10-09T19:22:15Z"}],"visa":[],"liveness":{"score":71,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.788,"p_room":0.9,"age_days":11,"expected_fill_days":23,"reasons":["conf:7","win:mid"],"computed_at":"2026-10-21T05:46:15Z"},"pay":null,"html_url":"https://alion.io/job/centriworks-technical-support-dispatcher","json_url":"https://alion.io/job/centriworks-technical-support-dispatcher.json","meta":{"generated_at":"2026-10-21T09:10:28Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":12993,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-22T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":3854208},"rest":"https://alion.io/mcp/rest/get_company?id=3854208"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcentriworks-technical-support-dispatcher"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcentriworks-technical-support-dispatcher"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcentriworks-technical-support-dispatcher"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/centriworks-technical-support-dispatcher\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcentriworks-technical-support-dispatcher"}]}