Incident Response Analyst I

Flexential-posted about 1 year ago

Full-time • Entry Level

Aurora, CO

501-1,000 employees

Computing Infrastructure Providers, Data Processing, Web Hosting, and Related Services

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The Incident Response Analyst I at Flexential Corp is responsible for the initial analysis and classification of customer cases, providing tactical troubleshooting, monitoring, and proactive incident resolution to enhance customer experience. This role requires effective communication and collaboration with customers and team members to ensure timely resolution of incidents and requests, while adhering to ITIL best practices.

Provides initial analysis and triage for incoming customer calls, monitoring alerts, and customer submitted tickets.
Establish friendly initial communications to customers to let them know we hear and understand their requests/incidents, setting clear expectations promptly.
Document resolution and proactive status updates to technical issues clearly for customers and team members.
Work closely with the Level 2 support team to stay current on technology trends and information technology concepts.
Collaborate with customers and teammates to determine improvement areas in capabilities and processes.
Resolve customer requests and incidents with a high sense of urgency and ownership.
Be a team player focused on collective improvement and growth.
Align to ITIL best practices.
Effectively work with vendors to create resolutions.

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

Positive attitude with a strong sense of urgency and ownership of quality work deliverables.
Excellent verbal and written communication skills.
Associate degree in Computer Science, Information Technology, System Administration, or a closely related field, or equivalent experience required.
1-3 years of system administration, network, or database administration experience.
2-3 years of customer service experience.
Network +, Security + and/or CCNA desired.
Microsoft MCP or MCSA preferred.
Use of command line tools such as CMD, Telnet, SSH, GIT, and SCP (Powershell, Bash or VBScript language skills is a plus).
Current experience applying troubleshooting techniques across various server, application, and network technologies.

Medical, Telehealth, Dental and Vision
401(k)
Health Savings Accounts (HAS) and Flexible Spending Accounts (FSA)
Life and AD&D
Short Term and Long-Term disability
Flex Paid Time Off (PTO)
Leave of Absence
Employee Assistance Program
Wellness Program
Rewards and Recognition Program

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