IT Operations Specialist – ITIL & Incident Response (Hybrid)

CaptionCall, LLC; Salt Lake City (UT); On-site; USD 47,000 - 64,000; Full time

Benefits offered by this job

Paid Vacation

Paid Sick Time

Paid Holidays

401k Match

Medical Insurance

TeleDoc

HSA Match

Medical Plans

Career Development

Employee Resource Groups

Job summary

Sorenson Communications in Utah is seeking an IT Spec Ops I to handle ITSM incidents, problem and change management. You will respond to alerts, perform tier-1 triage, and coordinate with engineering and operations.

This entry‑level role emphasizes ITIL practices, monitoring, and proactive service restoration across Windows, Linux, and cloud environments. On‑call rotations and a path to more advanced NOC responsibilities are included.

Qualifications

• Experience with ITIL incident/problem/change processes.
• Familiar with ITSM tools and incident management.
• Ability to monitor and troubleshoot across Windows, Linux, and MacOS.
• Proactive communication with teams and stakeholders.
• Willingness to work on-call and holidays per business need.

Responsibilities

• Log, track, and manage incidents using incident management tools.
• Collaborate with cross-functional teams to troubleshoot issues.
• Monitor production systems and respond to alerts.
• Provide on-call support during critical incidents.
• Contribute to NOC knowledge base.
• Assist in pilot tests for new cloud deployments.

Skills

ITIL processes

Incident management tools

Windows OS

Linux OS

MacOS

Observability tools

AWS

Azure

Cross-functional collaboration

Effective communication

On-call readiness

Tools

ITSM tools

Atlassian

Dynatrace/Dataset

PagerDuty

Observability dashboards

Job description

Sorenson Communications in Utah is seeking an IT Spec Ops I to handle ITSM incidents, problem and change management. You will respond to alerts, perform tier-1 triage, and coordinate with engineering and operations.

This entry‑level role emphasizes ITIL practices, monitoring, and proactive service restoration across Windows, Linux, and cloud environments. On‑call rotations and a path to more advanced NOC responsibilities are included.