IT Incident Analyst

• Lead the response to critical system issues by quickly engaging the appropriate teams, coordinating troubleshooting efforts, and communicating updates to both technical and business stakeholders until resolution.
• Conduct root cause analysis for major incidents, ensuring permanent solutions are implemented and tracking trends to prevent recurrence.
• Maintain accurate incident documentation and metrics, support reporting and continuous improvement efforts, and remain prepared to respond through on-call participation and ongoing professional development.

• Bachelor's degree required
• 3+ years of incident management experience required

Technical Knowledge:

• Basic understanding of:

• Servers, networks, databases, and cloud systems
• Application architecture and system integrations

Tools & Systems:

• Experience with:

• Monitoring tools (alerts, dashboards)
• Ticketing systems (e.g., ServiceNow, Jira)
• Microsoft 365 tools (Word, Excel, Outlook)

Preferred:

• Familiarity with Five9 Call Management

• Duration: 12-month assignment with potential for extension based on performance and budget
• Schedule: Onsite role; must be available for some nights, weekends, and on-call rotation

We are The Fountain Group, a national staffing firm and we are currently seeking a IT Incident Analyst for a prominent client of ours. This position is based in Maple Grove, MN. Details for the position are as follows