IT Desk Technician II – Managed Services Specialist

Heartland Business Systems; Denver (CO); On-site; USD 57,000 - 62,000; Full time

Benefits offered by this job

Competitive compensation

Benefits package

Growth opportunities

Work-life balance

401(k)

Job summary

Heartland Business Systems in Denver, CO seeks an IT Service Specialist to deliver a broad range of support for desktops, servers, networks, and security appliances within a managed services environment.

The role requires 3+ years in IT service roles, an Associate degree in a tech field, and strong customer-service orientation. You’ll handle ticketing, SLA adherence, on-call rotations, and proactive maintenance.

Qualifications

• 3+ years’ experience in IT service role, systems administration, and network administration.
• Associate degree in a technology-related field or a combination of education and relevant experience.
• Customer service-oriented skillset.
• Advanced knowledge of Microsoft Windows Operating System.
• Basic knowledge of network printing.
• Basic knowledge of Antivirus software packages.
• Basic knowledge of core server administration within Microsoft Windows Server.
• Basic knowledge of Mac OS.
• Basic knowledge of mobile operating systems: Apple iOS and Android.

Responsibilities

• Respond to auto generated ticket alerts both critical and non-critical.
• Monitor and work tickets in ticket system for client submitted requests.
• Acknowledge and respond to tickets based on Managed Services SLA.
• Be part of a phone call queue for client call in requests.
• Review monthly client reports and provide resolutions solutions based on generated reports.
• Escalate tickets to internal departments and clients IT departments.
• Perform proactive maintenance duties such as switch/firewall/routers upgrades, server patches, workstation patches, firewall rules, etc.
• Remote application and hardware support for switches, routers, firewalls, servers, and storage.
• Monitor and analyze customer networks, systems, backups, and security appliances.
• Work with customer’s primary field engineer to perform work on an as needed basis.
• From time to time, project manage internal department initiatives.
• Contribute and enhance internal department process/system documentation
• Follow policies and procedures on a department and per client basis.
• Conduct training of customers or colleagues in both formal and informal environments.
• Maintain documentation of customer technical information as it relates to procedures, servers, applications, infrastructure, and remote support instructions.
• Be part of an on call after hours/weekend on call rotation every 8-10 weeks(additional compensation).
• Minimum of 75% utilization per fiscal year prorated based on start date. These requirements will be balanced against professional development and on the job training. Utilization metrics will be re-evaluated on an annual basis.
• Perform other duties, as assigned

Skills

3+ years exp

Windows OS

Customer service

Prioritization

Team player

Professional attitude

Network administration

Server administration

Mac OS

Mobile OS

Education

Associate degree in technology-related field

Job description

Heartland Business Systems in Denver, CO seeks an IT Service Specialist to deliver a broad range of support for desktops, servers, networks, and security appliances within a managed services environment.

The role requires 3+ years in IT service roles, an Associate degree in a tech field, and strong customer-service orientation. You’ll handle ticketing, SLA adherence, on-call rotations, and proactive maintenance.