Support Triage Analyst - Remote Eligible

Support Triage Analyst

The Support Triage Analyst is responsible for analyzing all incoming systems tickets. They will have overall knowledge of how the system works to recreate issues, troubleshoot, and train end users that submit tickets.

Your Impact:

• Assist with systems security for assigned systems as directed by ITS management.
• Serve as a liaison between the development team and the business regarding ticket communications.
• Evaluate incoming tickets to understand issue, scope, impact, and urgency.
• Track and assign tickets according to capacity for each area, ensuring standards and processes are followed, and completing documentation as needed from ITS management.
• Facilitate status meetings to review progress and status of open tickets, escalating issues to ITS management when appropriate.
• Assist developers with issues, concerns, and eliminating blockers to keep tickets moving along.
• Follow department incident procedures for major outages.

Successful Candidates Will Have:

• Bachelor's degree in business management, computer science, or related field.
• 2+ years of related experience, including configuration or process analysis within various CRM and administrative systems.
• Experience with software development lifecycle methodology and models preferred (i.e., Waterfall, Agile).

• Strong problem-solving abilities using critical thinking that applies logic.
• Detail oriented with the capability to deliver a high level of accuracy.
• Demonstrated ability in all the following areas:
• Learn technical and functionality concepts quickly with a high level of retention.
• Communicate technical, functionality concepts verbally and in writing.
• Organize and prioritize workload with multiple projects and deadlines.
• Work well under pressure in a fast-paced environment.
• Handle frequent and often unpredictable changes.

One80 Intermediaries is a privately held firm with offices throughout the US and Canada. As a leading insurance wholesaler and program manager, One80 offers placement services and binding authority for property and casualty, life, travel/accident and health, affinity and administrative services, and warranty business. Launched just four years ago, One80 Intermediaries has grown to be one of the largest intermediaries in the United States. In 2024, One80 Intermediaries was ranked the 14th largest broker in the U.S. by Business Insurance. In 2025, One80 Intermediaries earned the Great Place To Work® Certification™ for the second consecutive year.

At One80 Intermediaries, base pay is one part of our total compensation package, which also includes a comprehensive suite of benefits, including, for eligible employees, medical, dental, vision, disability, life, and retirement savings. Also, for eligible employees, the Company offers 10 to 20 vacation days depending on experience and generally offers 11 paid holidays and 5 half days, depending on the calendar year. The total compensation for a position may also include other elements dependent on the position offered. The expected base pay range for this position is $51,800 plus annual discretionary bonus. The actual base pay offered may vary depending on multiple individualized factors, including geographical location, education, job-related knowledge, skills, and experience.

One80 Intermediaries is an equal opportunity workplace and is committed to ensuring equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.