Incident Response Analyst I - Rapid IT Troubleshooter

Flexential; Charlotte (NC); Hybrid; USD 36,000 - 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/Long 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, triage, and proactive incident resolution for customer environments. You will follow troubleshooting documentation and communicate clearly with customers across multiple media.

The role emphasizes strong technical analysis, detailed documentation, and a customer-focused mindset to deliver rapid resolutions in a fast-paced setting.

Qualifications

• Associates degree or equivalent experience in computer science, IT, or system administration.
• 1-3 years of system/network/database admin experience.
• 2-3 years of customer service experience.
• Networking, security, and server admin concepts with hands-on troubleshooting.

Responsibilities

• Provide initial analysis and triage for incoming customer cases and alerts.
• Establish clear initial communications with customers and set expectations.
• Document resolutions and proactive status updates for issues.
• Collaborate with Level 2 support and vendors to resolve incidents.
• Maintain knowledge of ITIL practices and high urgency ownership.
• Balance workload in a fast-paced environment while delivering quality support.

Skills

Communication

Troubleshooting

Customer Service

ITIL

Documentation

Fast-paced environment

Education

Associate degree in Computer Science/IT/System Administration

Tools

CMD

Telnet

SSH

Git

SCP

Job description

Flexential is seeking an Incident Response Analyst I to perform initial analysis, triage, and proactive incident resolution for customer environments. You will follow troubleshooting documentation and communicate clearly with customers across multiple media.

The role emphasizes strong technical analysis, detailed documentation, and a customer-focused mindset to deliver rapid resolutions in a fast-paced setting.