Incident Response Analyst I

Flexential; Denver (CO); On-site; USD 36,000 - 39,000; Full time

Benefits offered by this job

Medical, Telehealth, Dental and Vision

401(k)

HSA and FSA

Life and AD&D

Disability Insurance

Flexible PTO

Leave of Absence

Employee Assistance Program

Wellness Program

Rewards and Recognition Program

Job summary

Flexential is seeking a capable IT Support professional in Denver to perform initial analysis and triage for customer calls, alerts, and tickets. You will set clear expectations, document resolutions, and work with Level 2 to stay current on IT concepts.

The role emphasizes ownership, urgency, and teamwork, with ITIL alignment and a fast-paced environment where workloads must be prioritized. Local in-state eligibility is required.

Qualifications

• Operating systems knowledge demonstrated.
• ,

Responsibilities

• Provide initial analysis and triage for incoming calls, monitoring alerts, and tickets.
• Communicate clearly to set expectations for requests and incidents.
• Document resolutions and proactive status updates for customers and teams.
• Collaborate with Level 2 support to stay current on IT concepts.
• Identify improvement areas in capabilities and processes with customers and teammates.
• Resolve requests and incidents with urgency and ownership.
• Align to ITIL best practices.
• Prioritize workloads in a high-paced environment.
• Coordinate with vendors to create resolutions.

Skills

OS knowledge

Organization skills

Troubleshooting

Communication skills

Ability to work in fast-paced env

Curiosity / learning mindset

Education

Associate degree or equivalent

1-3 years system administration experience

2-3 years customer service experience

Tools

CMD

Telnet

SSH

Git

SCP

PowerShell

Bash

VBScript

Remote Desktop

FTP

Microsoft Server Technologies

VMware

Linux/*nix

Fortigate

Cisco ASA

Job description

Key Responsibilities And Essential Job Functions

• Provides initial analysis and triage for incoming customer calls, monitoring alerts, and customer-submitted tickets.
• Establish friendly initial communications to customers to let them know we hear and understand the request/incident, and set concise and clear expectations regarding customer requests and incidents in a prompt manner.
• Document resolution and proactive status updates to technical issues clearly for customers and team members.
• Works closely with our Level 2 support team to stay current on technology trends and information technology concepts.
• Collaborate with customers and teammates to determine improvement areas in capabilities and processes.
• Resolve customer requests and incidents with a high sense of urgency and ownership.
• Be a team player focused on collective improvement and growth.
• Align to ITIL best practices.
• Work in a high-paced environment where system administrators need to prioritize workloads.
• Effectively work with vendors to create resolution.

Required Qualifications

• Working knowledge of relevant operating systems (see below).
• Good organization, time management, and prioritization skills.
• Ability to troubleshoot and think critically.
• Effective communication skills, including phone etiquette, writing, and active listening.
• Thrives in a fast-paced environment.
• Continually seeking new knowledge and curious by nature.

Preferred Qualifications

• Positive attitude with a strong sense of urgency and ownership of quality work deliverables.
• Excellent verbal and written communication skills.
• Associate degree in Computer Science, Information Technology, System Administration, or a closely related field, or equivalent experience required.
• 1-3 years of system administration, network administration, or database administration experience.
• 2-3 years of customer service experience.
• Network+, Security+, and/or CCNA desired.
• Microsoft MCP or MCSA preferred.
• Use of command-line tools such as CMD, Telnet, SSH, GIT, and SCP (PowerShell, Bash, or VBScript language skills are a plus).
• Current experience applying troubleshooting techniques across various server, application, and network technologies, including:
• Remote Desktop, SSH, FTP
• Microsoft Server Technologies
• VMware and/or other virtualization technologies
• Linux (or other *nix platforms)
• VLANs, ACLs, IP subnets
• Networking and switching concepts
• Load balancing
• Firewall configuration (Fortigate, Cisco ASA)

Physical Requirements

• Ability to sit for extended periods of time.
• Walk or stand for 50% of the time.
• Moderate or advanced keyboard usage.
• Lift 50 lbs.

Base Pay Range

The hourly salary range offered for this position is estimated to be $26.00 - $28.00. However, the actual pay range depends on each candidate’s experience, location, and qualifications.

At this time, we are only able to employ individuals who reside and perform work in states where the company is authorized to do business and maintain employment registrations. We are currently unable to consider applicants who reside or will perform work in the following states: Alaska, Alabama, Delaware, Hawaii, Iowa, Kansas, Louisiana, Maine, Maryland, North Dakota, Rhode Island, South Dakota, Wisconsin, Wyoming, Washington DC.

Employees hired into Atlanta-area positions may be required to work onsite at least 30 hours per week, depending on business needs, role requirements, and assigned work location. Onsite expectations will be discussed during the hiring process.

Applicants must be legally authorized to work in the United States and must reside in a state where the company maintains employment eligibility at the time of hire and throughout their employment. State eligibility may be subject to change based on business needs and regulatory requirements.

Flexential participates in the E-Verify program. Please click here for more information.

Benefits Of Working At Flexential

• Medical, Telehealth, Dental and Vision
• 401(k)
• Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA)
• Life and AD&D
• Short Term and Long-Term disability
• Flex Paid Time Off (PTO)
• Leave of Absence
• Employee Assistance Program
• Wellness Program
• Rewards and Recognition Program

Benefits are subject to change at the Company's discretion.

EEOC Statement:

Flexential is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.