IT Support Technician II

HEARTLAND BUSINESS SYSTEMS LLC; West Des Moines (IA); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Competitive compensation

Growth opportunities

Work life balance

Personal time off

Recognition and awards

Job summary

Heartland Business Systems is seeking an IT Service professional to provide desktop and application support plus basic server/network administration. You will work within our managed services team, handling tickets, performing routine maintenance, and delivering customer-focused IT solutions across multiple client environments.

The role emphasizes strong technical skills with Windows OS, networking basics, and a customer-service mindset.

Qualifications

• 3+ years’ experience 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
• Strong prioritization skills
• Team player
• Professional attitude and respectful demeanor

Responsibilities

• Respond to auto generated ticket alerts (critical and non-critical).
• Monitor and work tickets in the ticket system for client requests.
• Acknowledge and respond to tickets based on SLA.
• Part of a phone call queue for client requests.
• Review monthly client reports and provide resolutions based on reports.
• Escalate tickets to internal departments and client IT teams.
• Perform proactive maintenance (switch/firewall/routers upgrades, patches).
• Remote support for switches, routers, firewalls, servers, storage.
• Monitor networks, systems, backups, and security appliances.
• Collaborate with customer’s field engineer as needed.
• Possibly project manage internal initiatives.
• Contribute to internal process/documentation.
• Follow department and client policies.
• Conduct training for customers or colleagues.
• Maintain documentation of technical information.
• On-call rotation every 8-10 weeks (+ compensation).
• Other duties as assigned.

Skills

IT service experience

Customer service

Microsoft Windows OS

Mac OS

Mobile OS (iOS & Android)

Network administration

Education

Associate degree in technology or related field

Tools

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!

Heartland Business Systems is an Equal Opportunity Employer - Including Disabled and Veterans.