Incident Response Analyst I

Job Description:

• Provide initial analysis and triage for incoming customer calls, monitoring alerts, and customer-submitted tickets
• Establish friendly initial communications with customers and set clear expectations regarding requests and incidents
• Document resolutions and proactive status updates for technical issues
• Work closely with the Level 2 support team on technology trends and information technology concepts
• Collaborate with customers and teammates to identify improvements in capabilities and processes
• Resolve customer requests and incidents with urgency and ownership
• Align work with ITIL best practices
• Prioritize workloads in a fast-paced environment
• Work effectively with vendors to create resolutions
• Provide tactical troubleshooting, monitoring, and proactive incident resolution for customer environments

Requirements:

• 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
• 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 administration, 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
• Experience with PowerShell, Bash, or VBScript is a plus
• Experience troubleshooting Remote Desktop, SSH, FTP, Microsoft Server Technologies, VMware and/or other virtualization technologies, Linux or other *nix platforms, VLANs, ACLs, IP subnets, networking and switching concepts, load balancing, and firewall configuration
• Ability to sit for extended periods of time
• Walk or stand for 50% of the time
• Moderate or advanced keyboard usage
• Ability to lift 50 lbs.
• Legally authorized to work in the United States
• Must reside in a state where the company maintains employment eligibility

Benefits:

• Medical, Telehealth, Dental and Vision
• 401(k)
• Health Savings Accounts (HSA) 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