Incident Response Analyst I

This is a fully remote position, open to applicants in Oregon.

📋 Description

• Conduct initial assessments and triage for incoming customer calls, monitoring alerts, and tickets submitted by customers.

• Initiate friendly communication with customers and clearly set expectations regarding their requests and incidents.

• Document resolutions and provide proactive status updates for technical issues.

• Collaborate closely with the Level 2 support team to stay informed on technology trends and IT concepts.

• Partner with customers and team members to pinpoint enhancements in capabilities and processes.

• Address customer requests and incidents with a sense of urgency and accountability.

• Ensure alignment of work with ITIL best practices.

• Manage workloads effectively in a fast-paced environment.

• Engage with vendors to facilitate effective resolutions.

• Deliver tactical troubleshooting, monitoring, and proactive incident resolution for customer environments.

⛳️ Requirements

• Proficient understanding of relevant operating systems.

• Strong attention to detail.

• Excellent organizational, time management, and prioritization abilities.

• Capacity to troubleshoot and think critically.

• Effective communication skills, including phone etiquette, writing, and active listening.

• Exceptional customer service skills.

• Ability to excel in a fast-paced setting.

• A continuous quest for knowledge and a naturally curious mindset.

• An associate degree in Computer Science, Information Technology, System Administration, or a closely related field, or equivalent experience is required.

• 1-3 years of experience in system administration, network administration, or database administration.

• 2-3 years of customer service experience.

• Network+, Security+, and/or CCNA certifications are desired.

• Microsoft MCP or MCSA certification is preferred.

• Familiarity with command-line tools such as CMD, Telnet, SSH, GIT, and SCP.

• Experience with PowerShell, Bash, or VBScript is advantageous.

• Proficient in troubleshooting 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, and firewall configuration.

• Ability to remain seated for extended periods.

• Willingness to walk or stand for 50% of the time.

• Moderate to advanced keyboard usage skills.

• Capability to lift up to 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 coverage.

• 401(k) plan.

• Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).

• Life and Accidental Death & Dismemberment (AD&D) insurance.

• Short-Term and Long-Term disability benefits.

• Flexible Paid Time Off (PTO).

• Leave of Absence options.

• Employee Assistance Program.

• Wellness Program.

• Rewards and Recognition Program.