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