Tier 2 Help Desk

Simpatico Systems; Lubbock (TX); On-site; USD 50,000 - 59,000; Full time

Benefits offered by this job

Benefits package

Work/Life Balance training & tuition

Diversity & Inclusion initiatives

Career growth opportunities

Job summary

Simpatico Systems in Lubbock, TX is seeking a Helpdesk Technician to provide proactive and reactive support for customer environments, including monitoring alerts, calls, emails, and chats. You will collaborate with Level 2 operations and support SMB and enterprise clients in North Texas.

The role emphasizes on-site support, ticket execution, and incident management while offering a defined training path, promotions, and competitive compensation.

Qualifications

• 2+ years in IT helpdesk or similar field.
• Clear written and verbal communication.
• Ability to multitask in a high-pressure environment.
• Troubleshoot network infrastructure issues.
• Strong understanding of Windows and Linux OS.
• Proficient with Microsoft Office.
• Typing speed 50+ WPM.
• Passion for continuous improvement.

Responsibilities

• Monitor alert console and escalate as needed.
• Provide on-site support.
• Execute helpdesk tickets.
• Manage incident and problem ticket lifecycles.
• Create and maintain procedural documentation.
• Contribute to building a world-class operations model.

Skills

IT experience 2+ years

Clear communication

Multitasking

Network troubleshooting

Windows OS

Linux OS

MS Office

Typing 50+ WPM

Continuous improvement

Tools

ConnectWise Manage

ConnectWise Automate

Job description

• Helpdesk Ticket Execution

Simpatico Systems is a group of engineers who align our goals with our customers’ organizational objectives, servicing IT, cyber security, and low voltage 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 SMB and enterprise customers in North Texas. This role includes:

• Alert Console Monitoring and Escalation
• On-site support
• Helpdesk 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

• 2+ years 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
• Proven ability to troubleshoot complex technical issues
• Strong understanding of Windows and Linux OS
• Proficient with Microsoft Office
• Ability to type 50+ WPM
• Passion for improvement

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

Job Type: Full-time

Salary: From $49,500-$59,400 DOE

Benefits

• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Referral program
• Vision insurance

Schedule

• Monday to Friday
• On call

Supplemental Pay Types

• Bonus pay

Experience

• Troubleshooting: 2 years (Preferred)

License/Certification

• Driver's License (Preferred)

Work Location:

• Lubbock

Company's Website

• https://www.simpaticosystems.com/

Company's Facebook Page

• https://www.facebook.com/SimpaticoSystems/

Benefit Conditions

• Waiting period may apply
• Only full-time employees eligible

Work Remotely

• No