Incident Response Analyst I - Fast-Paced Tech Troubleshooter

Flexential; Las Vegas (NV); Hybrid; USD 36,000 - 40,000; Full time

Benefits offered by this job

Medical coverage

Dental

Vision

401(k)

HSA and FSA

Life and AD&D

Disability insurance

Flex PTO

Employee Assistance Program

Wellness program

Rewards and Recognition Program

Job summary

Flexential is seeking an Incident Response Analyst I to perform initial analysis and triage of customer cases, guiding them through the troubleshooting process and documenting resolutions. You will collaborate with Level 2 support and vendors to resolve incidents quickly while maintaining a high level of customer satisfaction.

The role emphasizes strong technical analysis, clear communication, and proactive incident handling in a fast-paced environment.

Qualifications

• Must have working knowledge of relevant operating systems.
• Attention to detail and strong organizational skills.
• Ability to troubleshoot and think critically.
• Effective communication, including phone etiquette, writing, and active listening.
• Great customer service skills.
• Thrives in a fast-paced environment and handles multiple tasks.
• 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 clear 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 and IT 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 prioritize workloads.
• Effectively work with vendors to create resolution.

Skills

Operating systems knowledge

Attention to detail

Organization & prioritization

Troubleshooting & critical thinking

Communication skills

Customer service

Adaptability to fast-paced

Curiosity & learning

Education

Associate degree in Computer Science, Information Technology, System Administration, or closely related field, or equivalent experience

Tools

CMD

Telnet

SSH

GIT

SCP

PowerShell

Bash

VBScript

Job description

Flexential is seeking an Incident Response Analyst I to perform initial analysis and triage of customer cases, guiding them through the troubleshooting process and documenting resolutions. You will collaborate with Level 2 support and vendors to resolve incidents quickly while maintaining a high level of customer satisfaction.

The role emphasizes strong technical analysis, clear communication, and proactive incident handling in a fast-paced environment.