IT Support Technician II — Remote & On-Call (Managed Services)

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

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.