Incident Response Analyst

Job Description

Responsible for the initial analysis, and classification of customer cases, as well as following troubleshooting documentation to quickly assess the customer situation and expand if needed. The IT Specialist will also work with the customer through different types of media, to provide a superior customer experience through tactical troubleshooting, monitoring, and proactive incident resolution for Flexential's customer environments. A strong combination of technical analysis, troubleshooting, documentation skills, quick and friendly communication is vital to the IT Specialist role.

• 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 what the request/incident, and set concise and clear expectations to the customers’ requests and incidents in a prompt manner.
• Document resolution and proactive status updates to technical issues clearly for customers and team members.
• Works closely with our 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.
• Work in a high‑paced work environment, prioritizing workloads and effectively working with vendors to create resolution.

• 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, curious by nature.
• Positive attitude with a strong sense of urgency and ownership of quality work deliverables.
• Excellent verbal and written communications skills.
• Associate degree in Computer Science, Information Technology, System Administration, or closely related field, or equivalent experience.
• 1‑3 years of system administration, network, or database administration experience.
• 2‑3 years of Customer Service experience.
• Network+, Security+, and/or CCNA desired.
• MCP or MCSA preferred.
• Use of command line tools such as CMD, Telnet, SSH, GIT, SCP (Power Shell, Bash or VBScript language skills is a plus).
• Current experience applying troubleshooting techniques across various server, application, and network technologies including:
  Remote Desktop, SSH, FTP, Microsoft Server Technologies, VMWare or other virtualization technologies, Linux (or other
  * nix platforms), VLANs, ACLs, IP subnets, Networking and Switching concepts, Load Balancing, Firewall Configuration (Fortigate, Cisco ASA).

• Positive attitude with a strong sense of urgency and ownership of quality work deliverables.
• Excellent verbal and written communications skills.
• Associate degree in Computer Science, Information Technology, System Administration, or closely related field, or equivalent experience.
• 1‑3 years of system administration, network, or database administration experience.
• 2‑3 years of Customer Service experience.
• Network+, Security+, and/or CCNA desired.
• MCP or MCSA preferred.

• Ability to sit for extended periods.
• Walk or stand for 50% of time.
• Moderate or advanced keyboard usage.
• Lift up to 50 lbs.

Hourly salary range offered for this position is estimated to $24.00 – $27.00 per hour, dependent on experience, location, and qualifications.

• Role includes a training period covering technical work, processes, and client communication to fully prepare you for success in the role.
• Duration: 3 months.
• Schedule:
  
  Day Shift (Monday
  - Thursday or Tuesday
  - Friday).
• Shift Information:
  After training, your assigned shift will be based on business needs. Potential shift schedules: 8:00 AM to 7:00 PM or 8:00 PM to 7:00 AM;
  Potential…