Tier 1 Helpdesk Engineer - Growth Path & On-Call Perks

Simpatico Systems, LLC; Braintree (MA); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Comprehensive benefits

Tuition reimbursement program

PTO rewards program

Employee resource groups

Job summary

Simpatico Systems, LLC is a growing IT services provider based in Massachusetts. We seek a Helpdesk professional to respond to alerts, calls, and chats, while escalating and documenting incidents for 200+ SMB and enterprise customers across multiple states.

You will work closely with Level 2 operations staff to shape the helpdesk of the future. The role emphasizes strong communication, multitasking, and troubleshooting in Windows and Linux environments, with ConnectWise ticketing and potential

Qualifications

• Previous experience in IT support or helpdesk.
• Clear and concise written and verbal communication.
• Ability to multitask in a high-pressure environment.
• Strong troubleshooting skills for network infrastructure.
• Understanding of Windows and Linux operating systems.
• Proficiency with Microsoft Office.

Responsibilities

• Respond to monitoring alerts, calls, emails and chats.
• Manage incident and problem tickets through lifecycle.
• Document procedures and ensure up-to-date currency.
• Assist in building a world-class Operations Model.
• Support 200+ SMB and enterprise customers across multiple states.

Skills

Clear communication

Multitasking

Troubleshooting

Network administration

Windows & Linux

Microsoft Office

Typing 50+ WPM

On-call rotation

Tools

ConnectWise (Ticketing)

ITIL (nice to have)

Job description

Simpatico Systems, LLC is a growing IT services provider based in Massachusetts. We seek a Helpdesk professional to respond to alerts, calls, and chats, while escalating and documenting incidents for 200+ SMB and enterprise customers across multiple states.

You will work closely with Level 2 operations staff to shape the helpdesk of the future. The role emphasizes strong communication, multitasking, and troubleshooting in Windows and Linux environments, with ConnectWise ticketing and potential