IT Helpdesk Engineer II — Remote & On-Call Support

Heartland Business Systems; Fayetteville (AR); On-site; USD 42,000 - 64,000; Full time

Job summary

Heartland Business Systems in Fayetteville, AR is seeking an IT Services professional to deliver a broad range of desktop, application, and server support for multiple clients. The role emphasizes both technical and customer-service skills within a fast-paced managed services environment.

Responsibilities include ticket monitoring, SLA-driven responses, proactive maintenance, and remote support across networks, servers, and security devices.

Qualifications

• Associate degree in technology-related field or equivalent experience.
• Experience in IT service, systems administration, and network administration preferred.
• Strong customer service orientation and communication skills.
• Advanced knowledge of Microsoft Windows operating system and core server administration.

Responsibilities

• Respond to auto-generated ticket alerts (critical and non-critical).
• Monitor and update tickets in the system per client SLA.
• Provide remote support for switches, routers, firewalls, servers, and storage.
• Review client reports and propose resolutions based on data.
• Escalate issues to internal teams and client IT departments as needed.
• Participate in after-hours/on-call rotations and maintain documentation.

Skills

Active Listening

Adaptability

Assertiveness

Conflict Resolution

Decision Making

Delegating Responsibility

Honesty / Integrity

Innovative

Problem Solving

Relationship Building

Resource Management

Strategic Planning

Time Management

Education

Associate degree in technology-related field

Bachelor’s degree in a technology-related field

Tools

Microsoft Windows Server

Mac OS

Mobile Operating Systems (iOS, Android)

Antivirus software packages

Network printing

Job description

Heartland Business Systems in Fayetteville, AR is seeking an IT Services professional to deliver a broad range of desktop, application, and server support for multiple clients. The role emphasizes both technical and customer-service skills within a fast-paced managed services environment.

Responsibilities include ticket monitoring, SLA-driven responses, proactive maintenance, and remote support across networks, servers, and security devices.