Senior IT Support Desk Engineer (MSP)

Heartland Business Systems, LLC.; Fayetteville (AR); On-site; USD 45,000 - 75,000; Full time

Job summary

Heartland Business Systems, LLC. in Fayetteville, AR is seeking an IT Services Technician to support desktop, application, server, networking, and firewall systems within a fast-paced managed services environment.

You will handle ticketing, monitoring, remote support, and proactive maintenance while collaborating with field engineers and internal teams. Strong customer service and technical skills are essential, with on-call rotation and utilization targets.

Qualifications

• 3+ years’ experience in IT service, systems administration, and network administration.
• Customer service oriented skillset and ability to work in a fast-paced environment.
• Experience with ticketing systems and remote/hyperscale IT support is preferred.

Responsibilities

• Respond to auto-generated ticket alerts (critical and non-critical).
• Monitor and manage tickets in the system per MSP SLA.
• Acknowledge, respond, and resolve tickets; participate in on-call rotation.
• Review client reports and provide resolutions based on data.
• Escalate tickets to internal and client IT departments as needed.
• Perform proactive maintenance on switches, firewalls, routers, and servers.
• Provide remote application and hardware support for networking gear and servers.
• Analyze customer networks, systems, backups, and security appliances.
• Collaborate with field engineers and participate in internal initiatives.
• Document procedures and contribute to process improvements.
• Provide customer or colleague training in formal and informal settings.

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 a technology-related field

Tools

ConnectWise Manage

ConnectWise Automate

LogicMonitor

VMware vSphere

Cisco Networking

Palo Alto

HP Networking

Microsoft Windows Server

Mac OS

Mobile OS (iOS/Android)

Job description

Heartland Business Systems, LLC. in Fayetteville, AR is seeking an IT Services Technician to support desktop, application, server, networking, and firewall systems within a fast-paced managed services environment.

You will handle ticketing, monitoring, remote support, and proactive maintenance while collaborating with field engineers and internal teams. Strong customer service and technical skills are essential, with on-call rotation and utilization targets.