IT Support Technician II - MSP Helpdesk & Networking

Heartland Business Systems, LLC.; West Des Moines (IA); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Competitive compensation package

Growth opportunities

Work-life balance

Personal development

Employee recognition

Job summary

Heartland Business Systems, LLC. is seeking an IT service professional to support desktops, applications, servers, networking, and firewall equipment on our managed services team.

You will handle ticket alerts, monitor requests, and respond to clients in accordance with SLA while delivering reliable technical and customer-focused service. The role emphasizes teamwork, proactive maintenance, on-call rotation with additional compensation, and opportunities to contribute to documentation and

Qualifications

• 3+ years’ experience in IT service, systems or network administration.
• Associate degree in technology or related field or equivalent experience.
• Customer-focused with strong communication skills.
• Advanced knowledge of Windows operating systems.
• Basic knowledge of network printing.
• Basic knowledge of antivirus software.
• Basic knowledge of Windows Server administration.
• Basic knowledge of macOS.
• Familiar with mobile OS: iOS and Android.
• Professional attitude, strong prioritization, and teamwork.

Responsibilities

• Respond to auto-generated ticket alerts, critical and non-critical.
• Monitor and work tickets in the system for client requests.
• Acknowledge and respond within the Managed Services SLA.
• Be part of a phone queue for client calls.
• Review monthly client reports and provide resolutions.
• Escalate tickets to internal teams and client IT departments.
• Perform proactive maintenance: switches, firewalls, routers, server patches.
• Provide remote application and hardware support for network devices and servers.
• Monitor customer networks, systems, backups, and security appliances.
• Collaborate with the client’s field engineer as needed.
• Occasionally project manage internal initiatives.
• Contribute to and improve internal process documentation.
• Follow department and client policies and procedures.
• Conduct training for customers or colleagues.
• Maintain documentation of technical information.
• On-call rotation after hours/weekends (additional compensation).
• Utilize utilization metrics for performance reviews.
• Perform other duties as assigned.

Skills

IT service experience

Windows Server administration

Customer service

Network printing

Antivirus software

macOS

iOS/Android

Prioritization

Team player

Professional demeanor

Education

Associate degree in technology or related field

Job description

Heartland Business Systems, LLC. is seeking an IT service professional to support desktops, applications, servers, networking, and firewall equipment on our managed services team.

You will handle ticket alerts, monitor requests, and respond to clients in accordance with SLA while delivering reliable technical and customer-focused service. The role emphasizes teamwork, proactive maintenance, on-call rotation with additional compensation, and opportunities to contribute to documentation and