The MIT Dispatcher position is at the front line of Les Olson IT's superior customer service. We’re looking for a reliable, detail-oriented individual to add to the team that serves as our centralized communications hub for our Managed IT Services operations. This role is critical to ensure incidents and service requests are triaged correctly, technicians and engineers are scheduled efficiently, and customers receive timely, professional and outstanding customer service support. The MIT Dispatch Team is at the heart of fostering a culture of excellence, collaboration, and client satisfaction.

The ideal candidate thrives in a fast-paced environment, communicates clearly under pressure, and enjoys keeping things organized and moving forward.

Key Responsibilities

• Receive, review, and prioritize incoming service requests (phone, email, Teams)
• Accurately dispatch tickets to the appropriate technician, engineer or team
• Monitor ticket queues to ensure SLAs and response times are met
• Communicate updates and expectations to customers in a professional manner
• Coordinate schedules for onsite and remote technicians
• Escalate urgent or high-impact issues appropriately
• Maintain accurate documentation and ticket notes

Required Skills & Qualifications

• Strong communication and customer service skills
• Ability to multitask and stay organized in a high-volume environment
• Comfortable using ticketing systems and basic IT terminology
• Excellent attention to detail and follow-through
• Calm, professional demeanor during high-priority or stressful situations
• Reliable attendance and punctuality

Preferred (Not Required)

• Previous dispatcher, service desk, or MSP experience
• Familiarity with PSA/ticketing tools (ConnectWise, Autotask, etc.)
• Basic understanding of IT support workflows
• Professional IT Certifications (CompTIA, Microsoft, Cisco etc.

We offer:

• Paid Time Off
• Sick Days
• Paid Holidays
• 401k match + Pension
• Full Medical, Dental & Vision + HSA
• Mental health care coverage
• Life Insurance
• Local Volunteer Opportunities

Ready to take the lead and make an impact?

Join Les Olson IT in our Salt Lake office location and contribute to the Les Olson IT legacy of providing superior customer service.

Job Type: Full-time

Schedule:

• Monday to Friday, 8am to 5pm
• On call as needed

About Les Olson IT

Les Olson IT is one of the fastest-growing and most capable technology service providers in the West. We do I.T. the LOC Way—through talent, passion, and compassion—driving continual growth and a strong market position by delivering superior service.

Unlike most technology companies, Les Olson IT has been in business for over 70 years. We are a family-owned and family-operated company, a tradition that began at the Olson family dinner table and continues today. From those beginnings, we have grown to more than 320 employees across nine locations in two states.

We take great pride not only in providing attentive and effective service to our customers, but also in creating an environment where our team members can grow and develop both professionally and personally. We invest in our people, working with each employee to design a fulfilling career path that evolves as they do.

At Les Olson IT, “work/life balance” isn’t just a buzzword. We actively protect our employees’ personal time and ensure they have the resources they need to care for themselves and their families.