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# IT Support Incident Administrator

- **Company:** RAIN, Inc
- **Location:** United States (Remote available)
- **Experience:** Experienced
- **Salary:** $55,000.0 - $65,000.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Word, Microsoft Excel, Software Applications, Issue Tracking Systems, Knowledge Management, Microsoft Software, Microsoft PowerPoint, Salesforce.Com, Wrike, Servicenow
- **Published:** May 16, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=19936bd2cbfd70f2

## About the Role

Do you have experience in Technical Proficiency?, Do you have a Bachelor's degree?, * Education: Degree in a technical or business field preferred but not required.

 * Skills: Excellent communication and interpersonal skills, with an eagerness to communicate with clients and individuals daily, strong organizational abilities, and attention to detail.
 * Experience: Previous experience in customer support or incident management is a plus.
 * Software Proficiency: Familiarity with support ticketing systems (ServiceNow, Salesforce, Wrike, etc.) and Microsoft products (Excel, Word, PowerPoint, etc.)
 * Customer Focus: Ability to maintain an individual, customer-centric approach in all support activities., * Bachelor's (Preferred)

Experience:

 * ITIL: 2 years (Required)

## Description

Position Overview: We are seeking a diligent and responsive Support Incident Administrator to join our team. This role is crucial for ensuring timely, effective communication and documentation for customer issues, while maintaining high customer satisfaction., * Be the front line of the Support team.

 * Answer inbound phone calls for critical and high-priority incidents.
 * Manage inbound incidents and service requests utilizing email and Teams.
 * Triage, document, and escalate incidents to internal teams as necessary.
 * Maintain SLAs and track the status of all tickets.
 * Identify common issues and collaborate with teams for resolution.
 * Engage with clients via ticketing system (ServiceNow, Salesforce, Wrike, etc.).
 * Identify common issues and collaborate with teams for resolution.
 * Generate reports on support activities and incident trends.
 * Knowledge Management - Contribute to the internal/external communication library.
 * Identify common issues and collaborate with teams for resolution.
 * Team Collaboration - Work closely with the engineers, support resources, and management.


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