Incident Response Analyst I: Rapid, Customer-Facing Troubleshooter

Flexential; Atlanta (GA); Hybrid; USD 36.000 - 40.000; Vollzeit

Benefits dieser Stelle

Medical

Telehealth

Dental and Vision

401(k)

HSA

FSA

Life and AD&D

Disability (Short/Long-term)

PTO

Zusammenfassung

Flexential is seeking an Incident Response Analyst I to perform initial analysis, triage, and documentation for customer cases. You will work with Level 2 support to resolve incidents, maintain clear customer communication, and align to ITIL practices.

This hybrid role supports on-site and remote work, with training for 3 months and a day shift pattern that may include evenings. Atlanta-area work options apply within policy constraints.

Qualifikationen

• Associate or equivalent experience in IT or admin roles.
• Strong troubleshooting and analytical thinking.
• Excellent written and verbal communication for customers.
• Ability to thrive in a fast-paced, team-based environment.
• Familiarity with ITIL practices and basic networking concepts.
• Experience with multiple server, application, and network technologies.

Aufgaben

• Provide initial analysis and triage for intake channels.
• Document resolutions and proactive status updates clearly.
• Collaborate with Level 2 support and vendors to resolve issues.
• Maintain customer-focused communication and ownership.
• Follow ITIL-based processes and workplace guidelines.

Kenntnisse

Troubleshooting

Documentation

Customer service

Communication

Critical thinking

Time management

Attention to detail

Ausbildung

Associate degree in CS/IT/SysAdmin or related field

Equivalent work experience

Tools

CMD

Telnet

SSH

GIT

SCP

PowerShell

Bash

VBScript

Jobbeschreibung

Flexential is seeking an Incident Response Analyst I to perform initial analysis, triage, and documentation for customer cases. You will work with Level 2 support to resolve incidents, maintain clear customer communication, and align to ITIL practices.

This hybrid role supports on-site and remote work, with training for 3 months and a day shift pattern that may include evenings. Atlanta-area work options apply within policy constraints.