Incident Response Associate: Quick-Triage & Support

Flexential; Alpharetta (GA); Hybrid; USD 54,000 - 60,000; Full time

Benefits offered by this job

Medical, Telehealth, Dental and Vision

401(k)

HSA & FSA

Life and AD&D

Short/Long-term disability

PTO & leave

Employee Assistance Program

Wellness Program

Rewards and Recognition

Job summary

Flexential is seeking an Incident Response Analyst I in Alpharetta, GA to perform initial analysis and triage of customer incidents. You will follow troubleshooting documentation, communicate clearly with customers, and collaborate with Level 2 support to resolve issues efficiently.

The role emphasizes strong technical analysis, documentation, and proactive incident management in a fast-paced environment, with flexible onsite/remote work options based on location.

Qualifications

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

Responsibilities

• Provide initial analysis and triage for incoming customer calls, monitoring alerts, and tickets
• Establish friendly initial communications with customers and set clear expectations
• Document resolution and provide proactive status updates to customers and teammates
• Collaborate with Level 2 support to stay current on technology trends
• Work with customers and teammates to identify improvement areas
• Resolve requests and incidents with urgency and ownership
• Be a team player focused on collective improvement
• Align to ITIL best practices
• Prioritize workloads in a high-paced environment
• Collaborate with vendors to create resolutions

Skills

Operating systems knowledge

Attention to detail

Organization & time management

Troubleshooting & critical thinking

Communication skills

Customer service

Fast-paced environment adaptability

Curiosity & learning

Education

Associate degree in Computer Science / IT / System Administration or related field

Tools

CMD

Telnet

SSH

GIT

SCP

PowerShell

Bash

VBScript

Remote Desktop

FTP

Job description

Flexential is seeking an Incident Response Analyst I in Alpharetta, GA to perform initial analysis and triage of customer incidents. You will follow troubleshooting documentation, communicate clearly with customers, and collaborate with Level 2 support to resolve issues efficiently.

The role emphasizes strong technical analysis, documentation, and proactive incident management in a fast-paced environment, with flexible onsite/remote work options based on location.