It’s a mix, though most of our employees come into the office. We are social beings; it’s how we learn and how we thrive. We purposefully designed our office with teamwork in mind, and we even positioned our desks to build camaraderie.

No day is the same! Our IT Support Analysts are the first point of contact and one of the most visible roles in our company. We have a variety of clients with a range of environments that our analysts work with daily. Our support analysts focus on helping to resolve technical issues that our end users encounter, perform preventive maintenance, and often assist in the rollout of new IT related projects.

Our Tier 1 Analysts take the initial inquiry and manage relatively simple hardware, software, or network issues that are quick to resolve. If they can’t address the problem within a short amount of time, they escalate the ticket to a Tier 2 Analyst.

Our Tier 2 Analysts resolve more complex systems and applications problems. These analysts might deal with more time-sensitive issues, spend part of their day on ticket maintenance or project work, or engage external vendors when needed.

Tier 3 Analysts research and resolve the most complex issues that other help desk levels have been unable to fix and are heavily involved in project work. They also analyze trends and are constantly looking for ways to prevent recurring issues.

• Over-the-phone support
• Screen sharing or remote control
• Email support

It can be! But if you love a good challenge, you’ll find it rewarding too. Providing support can be particularly tricky during peak periods of the day when the volume of calls picks up, queues get longer, and pressure mounts. The help desk analyst therefore needs to know how to keep cool and work efficiently under pressure.

All of our tickets are tracked using a ticketing system. Accurate, timely, and consistent documentation of tickets are of the utmost importance at Simnet. We have set standards for what a quality ticket looks like because our customers’ experience is what is important to us. We measure time to respond (not time to close). Doing right the first time is more important than rushing to close a ticket to meet a stat. A portion of the day might be reviewing existing tickets and looking for cases that should be closed, following up with users where appropriate, and setting reminders for future action. All of our support technicians are expected to be documentation wizards.

We are looking for people that are passionate about technology. People that will put our clients first because they understand how to be empathetic to our customers’ needs. Crusaders that will push through until their job is done.

If you want a predictable 9-5 job, this is not your place. However, if you want to build a career with a fast-paced, growing team and are willing to work hard to earn it, get in touch with us!

Absolutely! Simnet is constantly expanding and there is always opportunity for growth.