Incident Response Analyst I: Fast Triage & Support

Flexential; Louisville (KY); On-site; USD 54,000 - 60,000; Full time

Benefits offered by this job

Medical benefits

401(k)

HSA/FSA

Life and AD&D

Disability insurance

PTO

Job summary

Flexential is seeking an Incident Response Analyst I in Louisville to perform initial analysis and triage of customer incidents, while following troubleshooting documentation to quickly assess and elevate as needed.

You will engage with customers across media, document resolutions, and work with Level 2 teams to ensure proactive incident resolution and solid customer experience in a fast-paced environment.

Qualifications

• Working knowledge of relevant operating systems and IT concepts.
• Excellent attention to detail and strong organizational skills.
• Ability to troubleshoot and think critically under pressure.
• Effective communication skills including phone etiquette and writing.
• Strong customer service orientation and responsiveness.
• Thrives in a fast-paced environment and shows a willingness to learn.

Responsibilities

• Provides initial analysis and triage for incoming customer calls, monitoring alerts, and tickets.
• Establishes clear, friendly communications and sets expectations with customers.
• Documents resolutions and proactive status updates for technical issues.
• Collaborates with Level 2 support to stay current on IT trends and concepts.
• Works with customers and teammates to identify improvement areas in processes.
• Resolves requests and incidents with urgency and ownership.
• Adheres to ITIL best practices in a dynamic environment.
• Coordinates with vendors to drive timely resolutions.

Skills

Troubleshooting

Customer service

Communication skills

Attention to detail

Time management

Critical thinking

Education

Associate degree in CS/IT/System Admin or equivalent

Tools

CMD/PowerShell

SSH/Telnet

Git

SCP

VMware

Linux

Job description

Flexential is seeking an Incident Response Analyst I in Louisville to perform initial analysis and triage of customer incidents, while following troubleshooting documentation to quickly assess and elevate as needed.

You will engage with customers across media, document resolutions, and work with Level 2 teams to ensure proactive incident resolution and solid customer experience in a fast-paced environment.