IT Support Desk Technician II - MSP Technician (On-Call)

Heartland Business Systems

Town of Brookfield (WI)

On-site

USD 42,000 - 60,000

Full time

14 days+

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Job summary

Heartland Business Systems in Wisconsin is seeking an IT Services Technician to deliver desktop and application support along with basic server, networking, and firewall administration as part of our managed services team.

You will respond to ticket alerts, monitor the ticketing system, uphold SLA, perform remote and on-site support, and assist with proactive maintenance and documentation while coordinating with client IT departments and internal engineers.

Qualifications

3+ years of IT service, systems, or network administration experience.
Associate degree in technology or equivalent experience.
Customer service oriented with strong communication skills.
Advanced knowledge of Microsoft Windows OS.
Basic knowledge of antivirus software packages and printing.
Basic knowledge of core server administration in Windows Server.
Familiarity with Mac OS and mobile OS platforms (iOS/Android).
Strong prioritization and teamwork mindset.

Responsibilities

Respond to auto generated ticket alerts (critical and non-critical).
Monitor and manage tickets in the ticket system per client SLA.
Participate in a phone queue for client requests.
Review monthly client reports and provide resolutions.
Escalate tickets to internal teams and client IT departments.
Perform proactive maintenance (switch/ firewall/ routers upgrades, server patches).
Remote support for switches, routers, firewalls, servers, and storage.
Monitor networks, systems, backups, and security appliances.
Collaborate with the principal field engineer and assist on demand.
Contribute to internal process/documentation and training.
On-call after hours/weekend rotation every 8–10 weeks with additional compensation.