Incident Response Associate

• Provide outstanding customer service by resolving hardware and software issues promptly, accurately and professionally.
• Deliver end-user support services, including hardware and software troubleshooting, installation, and maintenance with speed, accuracy and an aim to delight the customer.
• Ensure timely and effective resolution of user issues and requests.
• Follow all best practices and standard operating procedures for end-user support.

• Follow NOC processes for efficient service delivery and incident management.

• Provide effective and responsive support to end users.
• Leverage help desk software and tools for ticket management and tracking.
• Ensure all SLAs are being met or exceeded and standards and processes are followed.
• Escalate critical issues to management as needed.

• Manage user access controls.
• Follow all access management processes, including user provisioning, de-provisioning, and access reviews.
• Escalate to your manager any access-related security incidents and vulnerabilities.
• Perform data entry tasks accurately and efficiently.
• Assist with system configuration and user access management to maintain security and operational integrity.

• Conduct network troubleshooting and resolve connectivity issues.
• Troubleshoot and support PC and Mac environments, including hardware and software issues.
• Collaborate with IT staff on complex problems.
• Identify and escalate security and IT issues to your manager as needed.

• Associate’s of Bachelor’s degree in Computer Science, IT, or related field (equivalent experience considered).
• 2+ years of experience in an IT support or helpdesk role.
• Familiarity with ticketing systems (e.g. Jira Service Management), IT service management tools.
• Knowledge of cybersecurity best practices and compliance requirements.
• Knowledge of Windows, Mac, and Linux operating systems.
• Intermediate knowledge in unix system administration
• Basic understanding of network concepts (TCP/IP, DNS, DHCP, routing, network architecture).
• Experience with OKTA/SSO and user management.
• Exceptional problem solving and decision-making abilities.
• Strong project management skills and a focus on delivering results on time.
• Excellent communication and interpersonal skills for effective collaboration with cross-functional teams.
• Ability to learn new technologies and adapt to changing environments.
• Familiarity with security best practices and incident response.
• Familiarity with AI and machine learning concepts can be beneficial.
• SQL knowledge is a plus.

• Strong knowledge of Linux and Mac operating systems.
• Basic understanding of network concepts and troubleshooting.
• Familiarity with ticketing systems and IT service management tools.
• Atlassian Suite
• Excellent problem-solving and analytical skills.
• Ability to work independently and as part of a team.
• Detail-oriented with strong organizational skills.
• Exceptional communication and customer service skills.
• Knowledge of system configuration and access management.
• Ability to handle multiple tasks and prioritize effectively.
• Strong customer service orientation and ability to provide technical support to non-technical users.

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