Incident Response Analyst I

Job Description

We are hiring an Incident Response Analyst I to join our team at Flexential. As the IT Specialist, you will be responsible for the initial analysis, classification, and resolution of customer cases to ensure a superior customer experience. This role requires a combination of technical analysis, troubleshooting skills, and effective communication.

Key Responsibilities and Essential Job Functions

• Provide initial analysis and triage for incoming customer calls and tickets.
• Establish clear communications with customers and set expectations promptly.
• Document resolutions and updates for technical issues.
• Collaborate with team members and customers to enhance processes.
• Resolve incidents with a sense of urgency and ownership.
• Adhere to ITIL best practices in a fast-paced environment.
• Work with vendors to achieve resolutions.

Required Qualifications

• Working knowledge of relevant operating systems.
• Attention to detail and good organizational skills.
• Ability to troubleshoot and think critically.
• Effective communication and customer service skills.
• Thrives in a fast-paced environment and continuously seeks new knowledge.

Preferred Qualifications

• Positive attitude and strong sense of urgency and ownership.
• Excellent verbal and written communication skills.
• Associate degree in Computer Science or related field preferred.
• 1-3 years of system administration or network experience.
• Network +, Security +, or CCNA certifications desired.
• Experience with troubleshooting techniques and technologies.

Physical Requirements

• Ability to sit for extended periods, walk or stand, and lift up to 50 lbs.
• Advanced keyboard usage required.

Benefits

• Medical, Dental, Vision, 401(k), and more.
• Flexible Paid Time Off and Employee Wellness Programs.

Apply now to be part of our team and contribute to our commitment to superior customer service and technical excellence.