Axxum Technologies
Incident Response Analyst
Axxum Technologies, Washington, District of Columbia, us, 20022
Incident Response Analyst
Responsibilities :Provide effective front-line support leveraging service desk ticketing system, telephone, and email communicationsSupport the service desk shift lead in operational activities Interact with the government Program Manager for the service desk regarding operational issuesEnsure timely and effective response to internal and external mission partnersFollow the appropriate incident escalation and reporting proceduresSeek to improve the quality, productivity, and culture of the service desk environment.Coordinate distribution of incidents and service requests within the ticketing systemConduct effective shift transition actions and proceduresDuties 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 abilityKnowledge and understanding of customer service techniques. A willingness to learn new tools and technologies and take on new responsibilities as assignedPreferred qualifications or skills:Experience working with a customer service-oriented environmentExperience providing service desk/call center supportKnowledge of Microsoft Office suiteExperience in using the Remedy ticketing suiteExceptional communication skillsGCIA, GCIH, GMON, GDAT, Splunk Core Power User, and a minimum of 5 years related experience.SALARY AND BENEFITSThe 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 INCLUSIONThe 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 APPLYAll 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.
Responsibilities :Provide effective front-line support leveraging service desk ticketing system, telephone, and email communicationsSupport the service desk shift lead in operational activities Interact with the government Program Manager for the service desk regarding operational issuesEnsure timely and effective response to internal and external mission partnersFollow the appropriate incident escalation and reporting proceduresSeek to improve the quality, productivity, and culture of the service desk environment.Coordinate distribution of incidents and service requests within the ticketing systemConduct effective shift transition actions and proceduresDuties 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 abilityKnowledge and understanding of customer service techniques. A willingness to learn new tools and technologies and take on new responsibilities as assignedPreferred qualifications or skills:Experience working with a customer service-oriented environmentExperience providing service desk/call center supportKnowledge of Microsoft Office suiteExperience in using the Remedy ticketing suiteExceptional communication skillsGCIA, GCIH, GMON, GDAT, Splunk Core Power User, and a minimum of 5 years related experience.SALARY AND BENEFITSThe 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 INCLUSIONThe 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 APPLYAll 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.