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. Diagnose and resolve Tier I technical issues for Windows workstations, Microsoft 365, printers, and mobile devices. Monitor ticket queues to ensure SLA compliance, escalate critical incidents, and provide in-person troubleshooting at the Technology Walk-Up Center. Coordinate onboarding and offboarding, manage asset inventory, and create support documentation. Work evenings, weekends, and holidays to support Gillette Stadium events and business operations.
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
- Ability to support evenings, weekends, holidays, and event-day operations as business needs dictate
- Onsite at Gillette Stadium and corporate offices in Foxborough, Massachusetts
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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