IT Support Desk Technician II – Managed Services

Heartland Business Systems, LLC.; West Des Moines (IA); On-site; USD 52,000 - 76,000; Full time

Job summary

Heartland Business Systems, LLC. is seeking an IT Service Technician to deliver hands-on desktop and application support, plus basic server, network, and firewall administration for multiple client environments.

The role sits on our managed services team, emphasizing responsive customer service and proactive issue resolution. The ideal candidate has 3+ years in IT service, strong communication, and a proven ability to manage tickets, perform routine maintenance, and collaborate with field

Qualifications

• 3+ years in an IT service role, systems administration or network administration.
• Strong communication and customer service orientation.
• Experience handling tickets and adhering to SLAs in a managed services environment.

Responsibilities

• Respond to auto-generated ticket alerts including critical and non-critical.
• Monitor and work tickets in the ticket system for client requests.
• Acknowledge and respond to tickets based on Managed Services SLA.
• Participate in a phone queue for client calls and requests.
• Review monthly client reports and propose resolutions based on findings.
• Escalate tickets to internal departments and client IT teams as needed.
• Perform proactive maintenance such as switches, firewalls, and server patches.
• Provide remote support for switches, routers, firewalls, servers, and storage.
• Monitor networks, systems, backups, and security appliances for clients.
• Collaborate with the primary field engineer and assist on projects as required.
• Contribute to internal process and documentation updates.

Skills

Active listening

Adaptability

Customer service

Problem solving

Time management

Communication

Education

Associate degree in technology

Customer service training

Tools

ConnectWise Manage

VMware

Cisco networking

Microsoft Windows Server

Job description

Heartland Business Systems, LLC. is seeking an IT Service Technician to deliver hands-on desktop and application support, plus basic server, network, and firewall administration for multiple client environments.

The role sits on our managed services team, emphasizing responsive customer service and proactive issue resolution. The ideal candidate has 3+ years in IT service, strong communication, and a proven ability to manage tickets, perform routine maintenance, and collaborate with field