Tier 2 Help Desk

• 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.

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.

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

• 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

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

• 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

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

• Monday to Friday
• On call

• Bonus pay

• Troubleshooting: 2 years (Preferred)

• Driver's License (Preferred)

• Lubbock

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

• No