IT Ops Spec

CaptionCall by Sorenson•Murray, UT

2d•$51,700 - $85,700•Hybrid

About The Position

IT Spec Ops I is an entry-level position responsible for IT service management activities, including incident, problem, and change management. The role follows ITIL best practices and supports Sorenson products and services by responding to alerts, performing Tier 1 triage, and proactively remediating service and application issues. It provides systematic customer support and communicates with technology, operations, and enterprise teams. The position monitors production systems and networks, troubleshoots technical problems, performs routine maintenance, documents incidents and resolutions, and helps improve operational processes. It requires participation in on-call rotations and support for critical incidents and outages. The role begins onsite at headquarters for a local candidate, with the opportunity to transition to a hybrid schedule if desired. A flexible schedule, including weekends, overnights, and holidays, may be required according to business needs.

Requirements

Experience using case or work-order management tools such as ITSM, Atlassian, Dynatrace/Dataset, or PagerDuty.
Experience maintaining and using observability tools to provide visibility to Sorenson stakeholders.
Limited working proficiency in Windows, Linux, and Mac OS.
Familiarity with Windows, Linux, database, cloud, and identity and access management technology stacks.
Familiarity with major incident management, problem management, and ITIL processes.
Excellent written and oral communication skills, including the ability to communicate effectively in English through reading, writing, speaking, and listening.
Strong problem-solving skills, ownership, and urgency.
Ability to work effectively in a high-stress environment and manage time effectively.
Attention to detail and ability to document incidents and escalations.
Process-oriented, highly organized, and able to work collaboratively with a team.
Availability to work a flexible schedule, including weekends, overnights, and holidays, according to business needs.
Ability to stand or sit for extended periods in an office environment.
Manual dexterity to operate a computer keyboard, mouse, tools, and handle computer components.
Regular and predictable attendance.
Legally eligible to work in the United States; visa sponsorship is not available.
Local candidate able to begin onsite at headquarters.

Responsibilities

Log, track, and manage incidents using incident management tools.
Collaborate with cross-functional teams to troubleshoot and resolve technical issues in a timely manner.
Monitor production network infrastructure, servers, applications, and services to detect and diagnose issues.
Respond promptly to alerts and escalations generated by monitoring systems.
Analyze network, server, and application problems, identify root causes, and recommend solutions.
Perform routine system checks, maintenance tasks, and updates to support system performance.
Implement preventive measures to minimize future incidents.
Maintain accurate, up-to-date documentation of incidents, solutions, and troubleshooting procedures.
Contribute to the NOC knowledge base and continuous improvement efforts.
Communicate incident status and resolutions clearly to technical teams, stakeholders, and end users.
Participate in on-call rotations and support critical incidents and outages.
Work with Service Desk and NOC team members to manage and resolve emergencies.
Identify opportunities to improve Desktop Support processes, tools, and workflows, and propose or implement enhancements.
Stay current with new technologies, industry trends, and network operations best practices.
Support platform operations, deployments, and incident management for Sorenson systems.
Proactively monitor assets for issues, performance deficiencies, and system irregularities.
Maintain new and existing site infrastructure using Sorenson asset management platforms.
Troubleshoot and investigate systems in AWS, Azure, and other environments.
Work cross-functionally with IT and engineering teams to enhance existing applications.
Assist with pilot testing new cloud and on-premises deployments.
Respond rapidly to incoming alerts, calls, and emails while providing customer service.
Guide incidents from beginning to resolution, including post-mortems and corrective actions.
Perform additional assigned responsibilities, including testing and day-to-day NOC workflow.

Benefits

Paid vacation time, paid sick time, and paid holidays.
401(k) with a 6% company match and immediate vesting.
Nationwide medical insurance plans, including three medical plan options and a low-deductible PPO option.
Dental and orthodontia coverage.
Vision coverage.
TeleDoc.
Company HSA match.
Employee Assistance Program.
Employee Resource Groups.
Learning and career development opportunities.