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

HEARTLAND BUSINESS SYSTEMS LLC; West Des Moines (IA); On-site; USD 60,000 - 75,000; Full time

Job summary

Heartland Business Systems LLC in West Des Moines, IA is seeking an IT Support professional to deliver desktop and application support along with server, network, and firewall administration. Join a managed services team serving multiple Heartland clients in a fast-paced environment.

The role emphasizes strong customer service, ticket management, and proactive maintenance, with on-call rotation and opportunities for professional development within a growing MSP framework.

Qualifications

• 3+ years of IT service, systems administration or network administration.
• Experience in a customer-facing IT service role.
• Advanced knowledge of Microsoft Windows Server/Desktop, and Mac OS.
• Strong networking fundamentals and familiarity with security appliances.
• Bachelor's degree preferred or equivalent experience.

Responsibilities

• Respond to auto-generated ticket alerts, both critical and non-critical.
• Monitor and manage tickets in the ticket system for client requests.
• Acknowledge and respond within SLA guidelines.
• Provide remote support for switches, routers, firewalls, servers, and storage.
• Review monthly client reports and propose resolutions.
• Escalate tickets to internal teams and client IT departments.
• Perform proactive maintenance on switches, firewalls, routers, and servers.
• Maintain documentation of procedures and client technical information.

Skills

Active Listening

Adaptability

Assertiveness

Conflict Resolution

Decision Making

Delegating Responsibility

Honesty / Integrity

Innovative

Problem Solving

Relationship Building

Resource Management

Strategic Planning

Time Management

Education

Associate degree in technology-related field

Tools

ConnectWise Manage

ConnectWise Automate

VMware vSphere

LogicMonitor

Cisco Networking

HP Networking

Palo Alto

Job description

Heartland Business Systems LLC in West Des Moines, IA is seeking an IT Support professional to deliver desktop and application support along with server, network, and firewall administration. Join a managed services team serving multiple Heartland clients in a fast-paced environment.

The role emphasizes strong customer service, ticket management, and proactive maintenance, with on-call rotation and opportunities for professional development within a growing MSP framework.