Remote Information technology Jobs • Incident Management

This role is responsible for managing and resolving high-impact customer escalations for a premier technology organization, focusing on U.S. Government and strategic enterprise clients. In this role, you will ensure mission-critical issues are addressed swiftly by coordinating cross-functional teams and providing clear communication during high-stress incidents. The role is fully remote and requires flexibility to work outside standard hours, including potential weekends and holidays.

Answer user calls, emails, and trouble tickets to provide general user support related to their IT equipment or other needs. Creates, updates and closes out help desk tickets. Works with other Tier 1 and Tier II Support staff to ensure proper hand-off of tickets for prompt resolution and if needed escalation.