Incident Response Analyst I

p style="text-align:left"bJob Description:/b/pResponsible for the initial analysis, and classification of customer cases, as well as following troubleshooting documentation to quickly assess the customer situation and escalate if needed. 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 environmentsbrbrA strong combination of technical analysis, troubleshooting, documentation skills, quick and friendly communication is vital to the IT Specialist role.divp/ppbKey Responsibilities and Essential Job Functions:/b/p/divulliProvides initial analysis and triage for incoming customer calls, monitoring alerts, and customer submitted tickets/liliEstablish 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/liliDocument resolution and proactive status updates to technical issues clearly for customers and team members/liliWorks closely with our Level 2 support team to stay current on technology trends and information technology concepts/liliCollaborate with customers and teammates to determine improvement areas in capabilities and processes/liliResolve customer requests and incidents with a high sense of urgency and ownership/liliBe a team player focused on collective improvement and growth/liliAlign to ITIL best practices/liliHigh paced work environment, where our system administrators will need to prioritize workloads/liliEffectively works with vendors to create resolution/li/ulp/pdivpbRequired Qualifications: /b  /p/divulliWorking knowledge of relevant operating systems (see below)/liliAttention to detail/liliGood organization, time management, and prioritization/liliAbility to troubleshoot and think critically/liliEffective communication skills, including phone etiquette, writing, and active listening/liliGreat customer services skills/liliThrives in a fast-paced environment/liliContinually seeking new knowledge curious by nature/li/uldivp/ppbPreferred Qualifications:/b/p/divulliPositive attitude with a strong sense of urgency and ownership of quality work deliverables/liliExcellent verbal and written communications skills/liliAssociate degree in Computer Science, Information Technology, System Administration, or a closely related field, or equivalent experience required/lili1-3 years of system administration, network, or database administration experience/lili2 -3 years of Customer Service experience./liliNetwork #43;, Security #43; and / or CCNA desired/liliMicrosoft MCP or MCSA preferred/liliUse of command line tools such as CMD, Telnet, SSH, GIT, and SCP (Powershell, Bash or VBScript language skills is a plus)/liliCurrent experience applying troubleshooting techniques across various server, application, and network technologies including:ulliRemote Desktop, SSH, FTP/liliMicrosoft Server Technologies/liliVMWare and/or other virtualization technologies/liliLinux (or other *nix platforms)/liliVLAN’s, ACL’s, IP subnets/liliNetworking and Switching concepts/liliLoad Balancing/liliFirewall Configuration (Fortigate, Cisco ASA)/li/ul/li/uldivp/ppbPhysical Requirements:/b    /p/divulliAbility to sit for extended periods of time/liliWalk or Stand for 50% of the time/liliModerate or advanced keyboard usage/liliLift 50 lbs./li/ulp/ppbBase Pay Range:/b Hourly salary range offered for this position is estimated to be b$26.00 - $28.00/b. However, the actual pay range depends on each candidate’s experience, location, and qualifications.  /pp/pp#LI-Hybrid/ppFlexential participates in the E-Verify program. Please click a href="https://www.e-verify.gov/employees/employee-rights-and-responsibilities" target="_blank"here /afor more information./pp/pp/pp/ppbiNot meeting every single requirement? No problem! We are looking for candidates who possess unique skills that set them apart from the rest. If you#39;re enthusiastic about this role and believe you have the skills and abilities that would make you successful, don#39;t hesitate to apply today!/i/b/pp/ppBenefits of working at Flexential:    br /•    Medical, Telehealth, Dental and Vision  br /•    401(k)  br /•    Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA)  br /•    Life and ADamp;D  br /•    Short Term and Long-Term disability  br /•    Flex Paid Time Off (PTO)  br /•    Leave of Absence  br /•    Employee Assistance Program  br /•    Wellness Program  br /•    Rewards and Recognition Program  /pp/ppBenefits are subject to change at the Company#39;s discretion.  /pp/ppbEEO Statement: /bFlexential is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. /p