ONE80 INTERMEDIARIES INC, a Great Place To Work-Certified™ company, is looking for a Support Triage Analyst. In this role, you will analyze all incoming systems tickets, using your overall system knowledge to recreate issues, troubleshoot, and train end users.
What You'll Do
- Assist with systems security for assigned systems as directed by ITS management.
- Serve as a liaison between the development team and the business regarding ticket communications.
- Evaluate incoming tickets to understand issue, scope, impact, and urgency.
- Track and assign tickets according to team capacity, ensuring standards and processes are followed.
- Facilitate status meetings to review progress and escalate issues to ITS management when appropriate.
- Assist developers with issues, concerns, and eliminating blockers to keep tickets moving.
- Follow department incident procedures for major outages.
What We're Looking For
- Bachelor’s degree in business management, computer science, or a related field.
- 2+ years of related experience, including configuration or process analysis within various CRM and administrative systems.
- Strong problem-solving abilities using critical thinking that applies logic.
- Detail oriented with a high level of accuracy.
- Ability to learn technical and functionality concepts quickly with a high level of retention.
- Ability to communicate technical and functionality concepts verbally and in writing.
- Ability to organize and prioritize workload with multiple projects and deadlines.
- Ability to work well under pressure in a fast-paced environment.
- Ability to handle frequent and often unpredictable changes.
Nice to Have
- Experience with software development lifecycle methodology and models preferred (i.e., Waterfall, Agile).
Benefits & Compensation
- Compensation: $51,800 plus annual discretionary bonus.
- Comprehensive suite of benefits including medical, dental, vision, disability, life, and retirement savings for eligible employees.
- For eligible employees, the Company offers 10 to 20 vacation days depending on experience and generally offers 11 paid holidays and 5 half days, depending on the calendar year.
One80 Intermediaries is an equal opportunity workplace committed to ensuring equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.
