Reactive Operations Center (ROC) Technician

Reactive Operations Center (ROC)

Technician Location:

In-House & Client Sites Department:

Reactive Operations Reports to:

Reactive Operations Manager Employment Type:

Full-Time, Non-Exempt About the Role We're looking for a Reactive Operations Center (ROC) Technician to join our team. This role focuses on day‑to‑day technical support, helping business clients resolve issues efficiently through a structured, ticket‑driven environment. If you enjoy troubleshooting, working through a queue, and delivering consistent, high‑quality support — this role is built for you. What You'll Be Doing As a ROC Technician, you'll be responsible for delivering reactive technical support, including: Responding to and resolving support tickets in a timely and efficient manner Troubleshooting common desktop, printer, connectivity, and user account issues Supporting antivirus, malware remediation, and system health monitoring Assisting with triage and information gathering for new client issues Documenting all work clearly and accurately in the ticketing system Following established procedures and escalating issues when appropriate Participating in an on‑call rotation and occasional after‑hours support Collaborating with internal teams (Professional Services, Proactive, Centralized Services) to help ensure client issues are fully resolved What Success Looks Like in This Role Tickets are resolved efficiently and within defined SLAs Work is well‑documented, clear, and easy for others to follow Escalations happen at the right time and with the right information Clients feel supported, informed, and confident in the service they receive You consistently follow procedures while continuing to improve your technical skills You're a reliable contributor to the team Why Join Our Team? A structured, supportive environment with clear expectations and escalation paths Opportunities to grow your technical skills and advance within the field of Information Technology A team‑oriented culture that values communication, documentation, collaboration, and professionalism Leadership that understands support work and values doing things the right way

Job Type:

Full-time Pay:

From $22.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance

Work Location:

In person