Incident Response Analyst I

Flexential Corp.; Denver (CO); On-site; USD 37,000 - 40,000; Full time

Benefits offered by this job

Medical, Telehealth, Dental and Vision

401(k)

Health Savings Accounts (HSA) and 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

Job summary

Flexential Corp. is seeking an Incident Response Analyst I to perform initial analysis and triage of customer cases, following troubleshooting documentation to quickly assess situations and escalate when needed.

You will engage with customers via various media to deliver a superior experience through tactical troubleshooting, monitoring, and proactive incident resolution in Flexential's customer environments.

Qualifications

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

Responsibilities

• Provides initial analysis and triage for incoming customer calls, monitoring alerts, and customer-submitted tickets.
• Establish friendly initial communications to customers to set expectations regarding requests and incidents.
• 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 urgency and ownership.
• 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

Customer service

Communication

Time management

Documentation

Critical thinking

Rapid learning

Incident response

Education

Associate degree in Computer Science/IT/Systems Administration

Tools

CMD

SSH

PowerShell

GIT

SCP

Linux

VMware

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 escalate 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).
• Good organization, time management, and prioritization skills.
• Ability to troubleshoot and think critically.
• Effective communication skills, including phone etiquette, writing, and active listening.
• 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 $27.83 - $29.00. However, the actual pay range depends on each candidate’s experience, location, and qualifications.

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 are subject to change at the Company's discretion.

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.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Flexential Corp.’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.