Tier 1 Helpdesk Engineer

Simpatico Systems, LLC; Lubbock (TX); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Tuition Reimbursement

PTO Reward Program

Company Training

Job summary

Simpatico Systems, LLC provides IT helpdesk support for 200+ SMB and enterprise customers across 7 states. You will collaborate with Level 2 operations to shape the future helpdesk, handling alerts, ticketing in ConnectWise, and documentation. The firm emphasizes growth, defined promotions, and a strong compensation path.

Ideal candidates bring strong networking skills, Windows/Linux familiarity, and excellent communication. Being on-call on a rotation is required periodically.

Qualifications

• Previous experience in IT helpdesk or related field.
• Clear and concise written and verbal communication.
• Ability to multitask in high-pressure environments.
• Troubleshoot network infrastructure issues.
• Understanding of Windows and Linux OS.
• Proficient with Microsoft Office.
• Ability to type 50+ WPM.
• Willingness to work on-call after hours on a rotation.

Responsibilities

• Monitor alert console and escalate as needed.
• Execute tickets in ConnectWise.
• Manage incident and problem ticket lifecycle.
• Create and maintain procedural documentation and currency.
• Help build a world class Operations Model.

Skills

Communication

Multitasking

Troubleshooting

Networking

Windows/Linux

Typing 50+ WPM

On-call Rotation

MS Office

Tools

ConnectWise Manage

ConnectWise Automate

Ticketing Systems

Job description

Simpatico Systemsisa group of engineers who align our goals with our customers organizational objectives, servicing IT, security, and audio-visual needs. We design systems that are simple, easy to use, effective, affordable, and results-driven. We take the time to discuss customer needs and customize solutions for each unique situation.
Most of all: We have a ton of fun solving our clients' technology problems!
As a company, Simpatico Systems was incorporated in 2013 from the merger of Ironfish Technologies and Business Audio Environments (BAE). With a rich history of delivering a high level of service for more than 40 years, our employees are committed to driving success. As we continue to expand in new markets and accelerate growth we are looking for talented, innovative and driven people who believe they can help themselves, and our clients have a ton of fun solving technology problems.

Our Opportunity:

The Simpatico Systems helpdesk provides both proactive and reactive support for customer environments, by responding to monitoring alerts, answering customer calls/emails/chats, and identifying trends to eliminate downtime. Simpatico is a fast growing company with over 400% growth in the last 4 years and continued expansion into new markets. We offer a defined success path with actionable training plans for promotions and salary increases.

What you’ll do:

In this role, you will work closely with the Level 2 operations staff to understand the current environment and help engineer the helpdesk of the future. You will also be involved in providing service for 200+ SMB and enterprise customers across 7 states. This role includes:

• Alert Console Monitoring and Escalation
• ConnectWise Ticket Execution
• Incident and Problem Ticket Lifecycle Management
• Procedural Documentation Creation and Currency
• Participate in building a world class Operations Model

What you have:Required:

• Previous experience in similar IT field
• Clear and concise communication – written & verbal
• Ability to Multitask in a "High Pressure Environment"
• Skilled in troubleshooting network infrastructure issues
• Strong understanding of Network Administration
• Understanding of Windows and Linux OS
• Proficient with Microsoft Office
• Ability to type 50+ WPM
• Passion for improvement
• Ability to work on-call after hours on a rotation with other team members (typically once every 18-20 weeks)

Nice To Have:

• ITIL Experience
• ConnectWise Manage and Automate Experience
• Previous helpdesk experience
• Experience with Large Enterprise Technology (HA replication technology, SAN solutions, Complex network management)

What you’ll get:

• Comprehensive Compensation and Benefits package
• Work/Life Balance: Company Sponsored Training and Testing, Tuition Reimbursement Program, PTO reward program
• Inclusion: Employee Resource Groups, Commitment to diversity, Strategic partnerships
• Not just a job, but a career, with an opportunity to do the best work of your life