IT Support Desk Technician II – Remote & On-Call MSP

Heartland Technology Group; West Des Moines (IA); On-site; USD 55,000 - 75,000; Full time

Job summary

Heartland Technology Group is seeking an IT Support Specialist to provide desktop and application support, plus basic admin duties for servers, networking, and firewall gear. This role sits on the managed services team delivering critical IT support to multiple Heartland customers.

The ideal candidate will blend technical and customer service skills in a fast-paced environment, with 3+ years in IT service and an associate degree or equivalent experience.

Qualifications

• 3+ years in IT service, systems admin or network admin role.
• Customer-facing IT service experience preferred.
• Associated degree or equivalent work experience in technology.

Responsibilities

• Respond to auto-generated ticket alerts and handle critical and non-critical issues.
• Monitor and manage tickets in the ticketing system per SLA.
• Acknowledge, respond, and route tickets; escalate as needed.
• Participate in phone queue for client requests and remote support.
• Review client reports and provide resolutions; perform proactive maintenance.
• Perform remote support for switches, routers, firewalls, servers, and storage.
• Maintain documentation and assist in department process improvements.
• On-call after hours/weekend rotation every 8-10 weeks with compensation.

Skills

Active Listening

Adaptability

Assertiveness

Conflict Resolution

Decision Making

Relationship Building

Time Management

Problem Solving

Teamwork

Education

Associate degree in technology-related field

Bachelor’s degree (preferred)

Tools

ConnectWise Manage

ConnectWise Automate

VMware

vSphere

Cisco networking

Palo Alto firewalls

HP networking gear

LogicMonitor

Veem Backup

Job description

Heartland Technology Group is seeking an IT Support Specialist to provide desktop and application support, plus basic admin duties for servers, networking, and firewall gear. This role sits on the managed services team delivering critical IT support to multiple Heartland customers.

The ideal candidate will blend technical and customer service skills in a fast-paced environment, with 3+ years in IT service and an associate degree or equivalent experience.