Service Desk Dispatcher
$43,992–$58,032 year
On-siteFoxborough, Massachusetts, United States
Foxborough, Massachusetts, United StatesOn-siteFull Time$43,992–$58,032 yearAssociates DegreeEnterprise
Full TimeAssociates DegreeEnterprise
Job Summary
Triage, document, and route IT support requests via phone, email, walk-ups, and the ITSM platform while resolving Tier I issues for Windows workstations, Microsoft 365, printers, and mobile devices. Log incidents, monitor ticket queues for SLA compliance, and communicate status updates to customers. Provide in-person support at the Technology Walk-Up Center, coordinate onboarding/offboarding, and manage asset inventory. Escalate critical incidents and support Gillette Stadium events and business initiatives. Work evenings, weekends, and holidays as required.
Required Qualifications
- High School diploma
- Associate's degree in information technology or equivalent technical training
- 2-4 years of experience in a Help/Service Desk, or customer support environment
- Familiarity with Microsoft Windows 11, macOS, Apple iOS, and Microsoft 365 applications
- Experience supporting Microsoft 365, MS Teams, Intune, and enterprise desktop environments
- Working knowledge of password management and basic networking concepts
- Experience with IT ticketing systems such as ServiceDesk Plus or similar ITSM platforms
- Familiarity with remote support tools, endpoint management platforms, and asset management systems
- Excellent customer service skills with a professional and courteous demeanor
- Strong verbal and written communication skills
- Ability to accurately prioritize incidents based on business impact and urgency
- Ability to remain calm and organized while managing multiple priorities in a fast-paced environment
- Attention to detail and focused concentration
- Ability to learn new tasks and complete tasks independently
- Ability to make timely decisions in the context of the workflow
- Strong organizational skills
- Ability to multi-task and be responsive
- Onsite at Gillette Stadium and corporate offices in Foxborough, Massachusetts
- Ability to support evenings, weekends, holidays, and event-day operations as business needs dictate
Desired Qualifications
- Associate's degree in information technology or equivalent technical training preferred
- Experience with IT ticketing systems such as ServiceDesk Plus or similar ITSM platforms preferred
- CompTIA A+ certification or equivalent technical certification preferred
- ITIL Foundation certification or familiarity with ITIL Service Management principles preferred
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