IT Support Desk Technician II

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

Benefits offered by this job

Health, dental, and vision insurance

401(k) retirement plan

Paid time off

Long-term disability insurance

Job summary

Heartland Business Systems, LLC is seeking an IT Support Desk Technician II to provide desktop and application support, plus basic server, network, and firewall administration for multiple client environments managed by our MSP team.

You will respond to ticket alerts, monitor queues, perform maintenance, document procedures, and collaborate with field engineers on projects. The company offers competitive pay, a solid benefits package, and growth opportunities.

Qualifications

• 3+ years in IT service, systems or network administration.
• Associate degree in a technology-related field.
• Advanced knowledge of Microsoft Windows OS.
• Basic knowledge of network printing and antivirus software.
• Familiarity with Windows Server administration.
• Comfort with Mac OS and mobile OS (iOS/Android).
• Maintain an outcome focused mindset.
• Have strong prioritization skills.

Responsibilities

• Respond to auto-generated ticket alerts, including critical and non-critical.
• Monitor and work tickets in the ticket system per SLA.
• Perform proactive maintenance on switches, firewalls, servers, and workstations.
• Provide remote support for network devices and storage.
• Document procedures and participate in team projects.
• On-call rotation after hours/weekends with additional compensation.
• Maintain 75% utilization per fiscal year.

Skills

Windows OS

Mac OS

iOS/Android

Network printing

Antivirus

Windows Server

Documentation

Customer service

Team player

On-call support

Education

Associate degree in technology field

Tools

Ticketing system

Job description

All Jobs > IT Support Desk Technician II

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.

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
• 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)
• Community Involvement
• Personal Development
• Employee and Family Celebrations
• Green Initiatives
• Personal Time Off
• Work Life Balance
• Recognition and Awards

The expected annual base salary for this position is $57,000 to $62,000.

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.

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.