Incident Response Analyst I

Flexential; Denver (NC); Hybrid; USD 36,000 - 40,000; Full time

Benefits offered by this job

Medical, Telehealth, Dental and Vision

401(k)

HSA and FSA

Life and AD&D

Short/Long-term disability

Flex PTO

Leave of Absence

Employee Assistance Program

Wellness Program

Rewards and Recognition Program

Job summary

Flexential is seeking an Incident Response Analyst I to perform initial analysis and classification of customer cases, following troubleshooting docs to quickly assess situations and escalate as needed. You will engage customers across phone, chat, and email, providing proactive incident resolution and clear status updates.

Collaborate with Level 2 support, apply ITIL practices, and operate in a fast-paced environment prioritizing workloads.

Qualifications

• Associate degree in Computer Science, Information Technology, System Administration, or a closely related field, or equivalent experience required.
• 1-3 years of system administration, network administration, or database administration experience.
• 2-3 years of customer service experience.
• Network+, Security+, and/or CCNA desired.

Responsibilities

• Provides initial analysis and triage for incoming customer calls, monitoring alerts, and customer-submitted tickets.
• Establish friendly initial communications to customers to set concise and clear expectations.
• Document resolution and proactive status updates to technical issues clearly for customers and team members.
• Works closely with Level 2 support to stay current on technology trends.
• Collaborate with customers and teammates to determine improvement areas in capabilities and processes.
• Resolve customer requests and incidents with a high sense of urgency and ownership.
• Be a team player focused on collective improvement and growth.
• Align to ITIL best practices.
• Work in a high-paced environment where system administrators need to prioritize workloads.
• Effectively work with vendors to create resolution.

Skills

Troubleshooting

Communication

Customer service

Time management

Analytical thinking

Documentation

Education

Associate degree in CS/IT/Systems

Tools

Remote Desktop

SSH

FTP

PowerShell

Bash

CMD

GIT

Job description

The Incident Response Analyst I is responsible for the initial analysis and classification of customer cases, as well as following troubleshooting documentation to quickly assess the customer situation and elevate if needed. The Incident Response Analyst I will also work with the customer through different types of media to provide a superior customer experience through tactical troubleshooting, monitoring, and proactive incident resolution for Flexential's customer environments. A strong combination of technical analysis, troubleshooting, documentation skills, and quick and friendly communication is vital to the Incident Response Analyst I role.

Key Responsibilities And Essential Job Functions

• Provides initial analysis and triage for incoming customer calls, monitoring alerts, and customer-submitted tickets.
• Establish friendly initial communications to customers to let them know we hear and understand the request/incident, and set concise and clear expectations regarding customer requests and incidents in a prompt manner.
• Document resolution and proactive status updates to technical issues clearly for customers and team members.
• Works closely with our Level 2 support team to stay current on technology trends and information technology concepts.
• Collaborate with customers and teammates to determine improvement areas in capabilities and processes.
• Resolve customer requests and incidents with a high sense of urgency and ownership.
• Be a team player focused on collective improvement and growth.
• Align to ITIL best practices.
• Work in a high-paced environment where system administrators need to prioritize workloads.
• Effectively work with vendors to create resolution.

Required Qualifications

• Working knowledge of relevant operating systems (see below).
• Attention to detail.
• Good organization, time management, and prioritization skills.
• Ability to troubleshoot and think critically.
• Effective communication skills, including phone etiquette, writing, and active listening.
• Great customer service skills.
• Thrives in a fast-paced environment.
• Continually seeking new knowledge and curious by nature.

Preferred Qualifications

• Positive attitude with a strong sense of urgency and ownership of quality work deliverables.
• Excellent verbal and written communication skills.
• Associate degree in Computer Science, Information Technology, System Administration, or a closely related field, or equivalent experience required.
• 1-3 years of system administration, network administration, or database administration experience.
• 2-3 years of customer service experience.
• Network+, Security+, and/or CCNA desired.
• Microsoft MCP or MCSA preferred.
• Use of command-line tools such as CMD, Telnet, SSH, GIT, and SCP (PowerShell, Bash, or VBScript language skills are a plus).
• Current experience applying troubleshooting techniques across various server, application, and network technologies, including:
• Remote Desktop, SSH, FTP
• Microsoft Server Technologies
• VMware and/or other virtualization technologies
• Linux (or other *nix platforms)
• VLANs, ACLs, IP subnets
• Networking and switching concepts
• Load balancing
• Firewall configuration (Fortigate, Cisco ASA)

Physical Requirements

• Ability to sit for extended periods of time.
• Walk or stand for 50% of the time.
• Moderate or advanced keyboard usage.
• Lift 50 lbs.

Base Pay Range

The hourly salary range offered for this position is estimated to be $26.00 - $29.00. However, the actual pay range depends on each candidate’s experience, location, and qualifications.

Work Location

This position follows Flexential's workplace guidelines. Employees who reside within 30 miles of an assigned office or data center and work a day-shift schedule are generally expected to work onsite two days per week. Employees who reside more than 30 miles away, have a commute exceeding one hour, or working night shift, may be considered for remote work, subject to business needs and manager approval.

Training Period

• Duration: 3 months
• This role includes a training period covering the technical work, processes, and client communication to fully prepare you for success in the role.
• Schedule: Day Shift (Monday - Thursday or Tuesday - Friday)

Shift Information

• After completion of the training period, your assigned shift will be based on business needs.
• Potential shift schedules: 8:00 AM to 7:00 PM or 8:00 PM to 7:00 AM
• Potential shift workdays: Sunday to Wednesday or Wednesday to Saturday

At Flexential, we value diversity and believe that different perspectives and unique skills make us stronger as a team. While we've outlined the qualities and skills we are looking for in this job posting, we understand that there may be attributes and abilities that aren't explicitly listed but could be a perfect fit for our team. We want to emphasize that you shouldn't hesitate to apply if you don't meet every requirement. We're enthusiastic about assembling a diverse team of individuals who bring various talents to the table. Your unique perspective and abilities may be just what we need to drive innovation and success. If you believe you have what it takes to thrive in our environment, we encourage you to apply.

Benefits Of Working At Flexential

• Medical, Telehealth, Dental and Vision
• 401(k)
• Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA)
• Life and AD&D
• Short Term and Long-Term disability
• Flex Paid Time Off (PTO)
• Leave of Absence
• Employee Assistance Program
• Wellness Program
• Rewards and Recognition Program

Benefits

Benefits are subject to change at the Company's discretion.

Work Location Eligibility

At this time, we are only able to employ individuals who reside and perform work in states where the company is authorized to do business and maintain employment registrations. We are currently unable to consider applicants who reside or will perform work in the following states: Alaska, Alabama, Delaware, Hawaii, Iowa, Kansas, Louisiana, Maine, Maryland, North Dakota, Rhode Island, South Dakota, Wisconsin, Wyoming, Washington DC. Employees hired into Atlanta-area positions may be required to work onsite at least 30 hours per week, depending on business needs, role requirements, and assigned work location. Onsite expectations will be discussed during the hiring process. Applicants must be legally authorized to work in the United States and must reside in a state where the company maintains employment eligibility at the time of hire and throughout their employment. State eligibility may be subject to change based on business needs and regulatory requirements. Flexential participates in the E-Verify program. Please click here for more information.

EEOC Statement:

Flexential is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.