IT Support Desk Technician II

HEARTLAND BUSINESS SYSTEMS LLC; Town of Brookfield (WI); On-site; USD 42,000 - 66,000; Full time

Benefits offered by this job

Competitive pay

Growth opportunities

Work life balance

Training and development

Job summary

Heartland Business Systems LLC is seeking an experienced IT Support Specialist to join our managed services team in Wisconsin. You will handle desktop and application support, basic server/network duties, and respond to client requests with a focus on quality service and quick resolutions.

You will monitor tickets, perform proactive maintenance, assist with on-call rotations, and contribute to documentation and internal processes, while delivering reliable IT support for multiple Heartland

Qualifications

• 3+ years’ experience in an IT service role, systems administration, and network administration.
• Associate degree in a technology-related field or equivalent experience.
• Customer service-oriented skillset.
• Advanced knowledge of Microsoft Windows Operating System.
• Basic knowledge of network printing and antivirus software.

Responsibilities

• Respond to auto generated ticket alerts and monitor tickets in the system.
• Acknowledge and respond to tickets based on the Managed Services SLA.
• Provide remote support for switches, routers, firewalls, servers, and storage.
• Perform proactive maintenance including patches and upgrades.
• Escalate tickets to internal teams and client IT departments as needed.
• Assist with documentation of procedures and internal processes.
• Participate in on-call rotation every 8-10 weeks.

Skills

Customer service oriented

Outcome focused mindset

Prioritization

Team player

Professional attitude

Education

Associate degree or equivalent experience

Tools

Microsoft Windows OS

Mac OS

Antivirus software

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.

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!