IT Support Desk Technician II - MSP for Multiple Clients

Heartland Business Systems; City of Pewaukee (WI); On-site; USD 52,000 - 72,000; Full time

Job summary

Heartland Business Systems seeks an IT Services Specialist to deliver desktop and application support, basic server administration, networking and firewall maintenance within our managed services team. You will support multiple Heartland customers in a fast-paced environment and blend technical skills with strong customer service.

The role involves ticketing, proactive maintenance, remote support, and collaboration with field engineers, with after-hours rotation and adherence to SLAs.

Qualifications

• 3+ years in IT service roles, systems or network administration.
• Experience supporting Windows endpoints in domain/workgroup environments.
• Customer-facing IT service experience is preferred.

Responsibilities

• Respond to auto-generated ticket alerts (critical and non-critical).
• Monitor and manage tickets in the ticketing system per SLA.
• Provide remote support for switches, routers, firewalls, servers, and storage.
• Review monthly client reports and propose resolutions.
• Escalate to internal teams and client IT departments as needed.
• Conduct proactive maintenance: upgrades, patches, and rule updates.
• Participate in after-hours/on-call rotation with additional compensation.
• Document procedures and contribute to internal knowledge base.

Skills

Active Listening

Adaptability

Decision Making

Problem Solving

Relationship Building

Time Management

Customer Service

Education

Associate degree in technology

Bachelor’s degree in technology

Tools

ConnectWise Manage

VMware vSphere

LogicMonitor

Cisco networking

Microsoft Windows OS

Mac OS

O365 / Azure

Job description

Heartland Business Systems seeks an IT Services Specialist to deliver desktop and application support, basic server administration, networking and firewall maintenance within our managed services team. You will support multiple Heartland customers in a fast-paced environment and blend technical skills with strong customer service.

The role involves ticketing, proactive maintenance, remote support, and collaboration with field engineers, with after-hours rotation and adherence to SLAs.