Incident Response Analyst

Job Description

Job Description

Incident Response Analyst

Responsibilities :

• Provide effective front-line support leveraging service desk ticketing system, telephone, and email communications
• Support the service desk shift lead in operational activities Interact with the government Program Manager for the service desk regarding operational issues
• Ensure timely and effective response to internal and external mission partners
• Follow the appropriate incident escalation and reporting procedures
• Seek to improve the quality, productivity, and culture of the service desk environment.
• Coordinate distribution of incidents and service requests within the ticketing system
• Conduct effective shift transition actions and procedures
• Duties may also include but are not limited to identifying, logging, categorizing, performing initial triage, routing, and resolving incidents and requests;

manage the lifecycle of incident and request tickets in accordance with interface agreements, performing customer relationship management activities with mission partners, internal coordination and follow up for distributed actions, and compliance with defined processes, procedures, work instructions, and program requirements.

Requirements that candidates will be evaluated against :

• Must be customer and detail oriented and possess good decision-making ability
• Knowledge and understanding of customer service techniques. A willingness to learn new tools and technologies and take on new responsibilities as assigned
• Preferred qualifications or skills :
• Experience working with a customer service-oriented environment
• Experience providing service desk / call center support
• Knowledge of Microsoft Office suite
• Experience in using the Remedy ticketing suite
• Exceptional communication skills
• GCIA, GCIH, GMON, GDAT, Splunk Core Power User, and a minimum of 5 years related experience.

SALARY AND BENEFITS

The leadership of our Company believes in attracting and retaining exceptional talent committed to serving our clients. We offer a generous benefits package including health insurance, paid vacation, disability, and life insurance, and more.

Please visit our Careers page for additional information. Salary and benefits information will be available to applicants, when and if an offer is made.

OUR COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION

The leadership of our Company is committed to a work culture of zealous advocacy, respect, diversity and inclusion, client-oriented defense, access to justice and excellent representation.

We are dedicated to building a strong professional relationship with each of our clients, to understanding their diverse circumstances, and to meeting their needs.

Our ability to achieve these goals depends on the efforts of all of us.

HOW TO APPLY

All applications must be completed online. We do not accept paper submissions. Please visit our Careers Page to review all current job postings, and instructions on the application process.

• As an Equal Employment Opportunity (EEO) Employer, Cycurion, Inc. and our Subsidiaries prohibit discriminatory employment actions against and treatment of its employees and applicants for employment based on actual or perceived race or color, size (including bone structure, body size, height, shape, and weight), religion or creed, alienage or citizenship status, sex (including pregnancy), national origin, age, sexual orientation, gender identity (one’s internal deeply-held sense of one’s gender which may be the same or different from one’s sex assigned at birth;
• one’s gender identity may be male, female, neither or both, e.g., non-binary), gender expression (the representation of gender as expressed through, for example, one’s name, choice of pronouns, clothing, haircut, behavior, voice, or body characteristics;

gender expression may not be distinctively male or female and may not conform to traditional gender-based stereotypes assigned to specific gender identities), disability, marital status, relationship and family structure (including domestic partnerships, polyamorous families and individuals, chosen family, platonic co-parents, and multigenerational families), genetic information or predisposing genetic characteristics, military status, domestic violence victim status, arrest or pre-employment conviction record, credit history, unemployment status, caregiver status, salary history, or any other characteristic protected by law.

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