IT Support Desk Engineer II

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

Job summary

Heartland Business Systems provides a wide range of IT services from desktop support to basic server and firewall administration. This role is part of our managed services team, supporting multiple Heartland customers and balancing technical work with strong customer service in a fast-paced environment.

The ideal candidate will have 3+ years in an IT service role and be comfortable with proactive maintenance and on-call rotations to ensure reliable client environments.

Qualifications

• Experience in IT service, systems administration, and network administration.
• Customer service oriented with strong communication skills.
• Familiarity with Windows Server, Mac OS, and mobile OS support.

Responsibilities

• Respond to auto-generated ticket alerts and monitor ticket queues.
• Perform proactive maintenance on switches, firewalls, routers, and servers.
• Remote support for network and server hardware.
• Review client reports and provide resolutions based on data.
• Escalate tickets as needed and participate in after-hours on-call rotation.
• Assist in documenting procedures and internal processes.
• Provide training to customers or colleagues when needed.

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 a technology-related field

Bachelor’s degree in a technology-related field

Tools

ConnectWise Manage

ConnectWise Automate

VMware

vSphere

LogicMonitor

Veem Backup

Job description

Position Summary

This position provides a wide range of IT services from desktop & application support to basic administrative duties for servers, networking, and firewall equipment. This position is part of our managed services team and provides critical IT support for multiple Heartland customers. The ideal candidate will bring a good blend of technical and customer services skills to this fast-paced environment.

Job Type

Full-time

Roles and Responsibilities / Essential Functions

• 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

Requirements

Competencies

• Active Listening – Ability to actively attend to, convey, and understand the comments and questions of others.
• Adaptability – Ability to adapt to change in the workplace.
• Assertiveness – Ability to act in a self-confident manner to facilitate completion of a work assignment or to defend a position or idea.
• Conflict Resolution – Ability to deal with others in an antagonistic situation.
• Decision Making – Ability to make critical decisions while following company procedures.
• Delegating Responsibility – Ability to allocate authority and/or task responsibility to appropriate people.
• Honesty / Integrity – Ability to be truthful and be credible in the workplace.
• Innovative – ability to look beyond the standard solutions
• Problem Solving – Ability to find a solution for or to deal proactively with work-related problems.
• Relationship Building – Ability to effectively build relationships with customers and co-workers.
• Resource Management – Ability to obtain and appropriate the proper usage of equipment, facilities, materials, as well as personnel.
• Strategic Planning – ability to develop a vision for the future and create a culture in which the long-range goals can be achieved.
• Time Management – Ability to utilize the available time to organize and complete work within given deadlines.

Required Experience

• 3+ years’ experience working in an IT service role, systems administration, and network administration.

Preferred Experience

• 5 years’ experience troubleshooting Microsoft Windows endpoints in domain and workgroup environment.
• 4+ years’ experience working in a customer facing IT service role
• Advanced knowledge of the following: Network printing, Antivirus software packages, core server administration within Microsoft Windows Server, Mac OS, Mobile operating systems (apple iOS and Android).
• Advanced knowledge of Microsoft Windows Desktop & Server Operating System.

Required Skills, Education and/ or Certifications

• 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

Preferred Skills, Education and/ or Certifications

• Bachelor’s degree in a technology-related field.
• Three or more of the following certifications: A+, Network +, Server+, Microsoft O365 or Azure certifications, Cisco Certification Technician (CCT)
• Advanced knowledge of Cisco, HP, Palo Alto networking infrastructure, ConnectWise Manage and Automate, VMware, vSphere, and LogicMonitor, Veem Backup

Equal Opportunity Employer - Including Disabled and Veterans