IT Support Desk Technician II

Heartland Business Systems, LLC.; Denver (CO); Hybrid; USD 57,000 - 63,000; Full time

Benefits offered by this job

Health, dental, and vision insurance

401(k) retirement plan

Paid time off

Company-paid long-term disability

Job summary

Heartland Business Systems, LLC is seeking an on-site IT support specialist in Denver to provide desktop, application, and basic server/network administration for our managed services clients.

The role requires 3+ years in IT service, strong Windows expertise, and solid customer service skills to resolve issues promptly and professionally while meeting SLAs. This is a full-time role with an on-call rotation and a comprehensive benefits package.

Qualifications

• 3+ years’ experience in IT service roles, systems and network administration.
• Associate degree in technology or equivalent experience.
• Customer service oriented and able to communicate clearly.
• Advanced knowledge of Windows operating systems and server administration.
• Basic knowledge of network printing and antivirus software packages.
• Familiar with Mac OS and mobile operating systems (iOS/Android).

Responsibilities

• Respond to auto-generated ticket alerts, including critical and non-critical issues.
• Monitor tickets in the system and respond within SLA guidelines.
• Handle phone queue for client requests and coordinate with internal teams.
• Review monthly client reports and propose solutions.
• Perform proactive maintenance on switches, firewalls, servers, and workstations.
• Provide remote support for network devices and servers; assist on-site as needed.
• Assist project work and contribute to process documentation.
• Participate in after-hours/on-call rotation as required.

Skills

3+ years IT support

Windows OS

Windows Server

Networking

Customer service

Mac OS

Mobile OS (iOS/Android)

Antivirus software

Network printing

Professional attitude

Education

Associate degree in IT/Technology

Tools

Active Directory

Microsoft Exchange

Job description

Description

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.

Note: This role works onsite at an HBS client 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

How to qualify:

• 3+ years’ experience working in an 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
• Maintain an outcome focused mindset
• Have strong prioritization skills
• Always be a team player
• Carry a professional attitude and respectful demeanor

Why HBS?

Heartland Business Systems is one of THE LARGEST technology VARs or Value-Added Resellers in the Midwest. Anything that happens with computers – we do it! We PRIDE ourselves on our Core Values of:

Performance – HBS is driven to achieve exceptional results in all aspects of our business.

Respect – HBS Team Members demonstrate personal integrity and professionalism when dealing with all internal and external contacts.

Innovation – HBS is passionate to serve our internal and external customers with innovative solutions to enhance their success.

Development – HBS is committed to developing ourselves and each other in ways that support and improve the performance of ourselves and our business.

Excellence – HBS takes great pride in all we do and strive for excellence always.

What you can expect from HBS:

• Competitive Compensation Package (May include but not limited to: Bonus, Incentive, Commission, Fair Wage, Retirement Plans, Benefits with HSA Compatible Plans)
• Growth Opportunities
• Community Involvement
• Personal Development
• Employee and Family Celebrations
• Green Initiatives
• Personal Time Off
• Work Life Balance
• Recognition and Awards

Day in and day out, you will be a part of a collaborative, innovative and award-winning team that will make you a better professional. Choose HBS today!

Heartland Business Systems is an Equal Opportunity Employer - Including Disabled and Veterans.

The expected annual base salary for this position is $56,600 to $63,100. In addition to base compensation, this position includes a comprehensive benefits package. Current benefits include:

• Health, dental, and vision insurance
• Company-paid long-term disability insurance
• Paid time off, including vacation, sick leave, and company-recognized holidays
• 401(k) retirement plan with company contribution

The final base salary will be determined by the candidate’s job-related skills, experience, education, and certifications, along with internal equity and market considerations. This pay range is provided in accordance with applicable state and local pay transparency laws.