Incident Response Analyst

Company: Axxum Technologies
Location: Washington
Posted on: June 2, 2025

Job Description:

Incident Response AnalystResponsibilities:

• Provide effective front-line support leveraging service desk ticketing system, telephone, and email communications.
• Support the service desk shift lead in operational activities and 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:
• 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 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.
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Keywords: Axxum Technologies, Aspen Hill , Incident Response Analyst, Professions , Washington, Maryland