Technical Response Analyst

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The Incident Response Analyst primary responsibility is to provide a superior customer experience through tactical troubleshooting, monitoring, and resolution of customer environments.

* You will be heavily relied upon by the entire team to support, maintain and provide insight to our customers when they are in a high level of need. * It’s vitally important that you are a strong communicator, resourceful, and articulate in communicating identified issues and resolution steps to bring the customer’s request to a resolved state. * Act as the primary escalation point for all Service Desk requests Provide guidance and constant improvement of technical acumen for 1st level staff * Develop quick friendships with customers while troubleshooting their issues and keeping them engaged * Constantly collaborate with customers and teammates to determine improvement areas in processes and capabilities. * Strive for First Call Resolution utilizing your troubleshooting skills and defined processes within. * Proper documentation, coordination, and escalation of customer events. * Resolve customer requests and issues with a high sense of urgency and ownership. * Be a constant team player focused on collective improvement and growth. * Adhere to the Core Values (Teamwork, Respect, Urgency, Humility, Openness, Professionalism, Expertise)Provide World-Class Customer Service Approach customer interactions with empathy and concern Proactively communicate and update customers and employees with status of requests, incidents and/or projects. * Do whatever it takes to provide a positive result, even if it steps outside of your comfort zone.

* Minimum 3 years of experience working within an IT Support environment. * AA, BS, or High School Diploma and actively pursuing and advanced degree in the technology field. * Network +, Security + and / or CCNA desired * Microsoft MCP or MCSA preferred * Familiarity with various server, application, and network technologies including: * Remote Desktop, SSH, FTP * Microsoft Server Technologies (Server 2008, Server 2012) * VMWare and/or other virtualization technologies * Linux (or other *nix platforms) * VLAN’s, ACL’s, IP subnets * Networking and Switching concepts * Load Balancing * Firewall Configuration **Additional Skills** * Use of command line tools such as CMD, Telnet, SSH, GIT, and SCP (Powershell, Bash or VBScript language skills is a plus) * Fundamental understanding of Windows and/or Linux Operating Systems * Fundamental understanding of OSI model, Basic Networking and troubleshooting concepts. * Fundamental understanding of Firewall, Networking and Load balancer concepts. * High Sense of Urgency and ownership of quality work. * Ability to maintain a steady sense of calm during tense situations. * Methodical troubleshooting thought processes utilizing fundamental troubleshooting and analysis skillsets. * Desire to stay current on technology trends and Information Technology Concepts