Senior IT Support Desk Engineer – MSP & Networking

HEARTLAND-BUSINESS-SYSTEMS-LLC; Fayetteville (AR); On-site; USD 48,000 - 62,000; Full time

Job summary

Heartland Business Systems LLC is seeking an IT Services Specialist to deliver desktop and application support, plus basic server/network administration. The role supports multiple Heartland customers within a managed services team and requires strong technical and customer service skills in a fast-paced environment.

The ideal candidate will handle ticket alerts, perform proactive maintenance, and participate in after-hours rotation.

Qualifications

• 3+ years’ experience in an IT service role, systems administration, and network administration.
• Experience supporting desktops and applications for multiple clients in a managed services environment.
• Strong customer service orientation and communication skills.
• Basic knowledge of network printing, antivirus software, and core server administration in Windows Server.
• Ability to document processes and provide training to customers or colleagues.

Responsibilities

• Respond to auto-generated ticket alerts (critical and non-critical).
• Monitor and manage tickets in the ticket system per client SLA.
• Participate in after-hours weekend on-call rotation with compensation.
• Perform proactive maintenance on switches, firewalls, routers, servers, and workstations.
• Provide remote support for network devices and servers.
• Review client reports and propose resolutions based on data.
• Escalate tickets to internal departments and client IT teams as needed.
• Contribute to internal process and documentation.
• Assist with project work for internal department initiatives.

Skills

Active Listening

Adaptability

Assertiveness

Conflict Resolution

Decision Making

Delegation

Integrity

Innovation

Problem Solving

Relationship Building

Resource Management

Strategic Planning

Time Management

Education

Associate degree in technology

Bachelor’s degree in technology

Tools

Windows Server

Microsoft Windows

VMware

VMware vSphere

ConnectWise Manage

Cisco

Palo Alto

LogicMonitor

Automate

Job description

Heartland Business Systems LLC is seeking an IT Services Specialist to deliver desktop and application support, plus basic server/network administration. The role supports multiple Heartland customers within a managed services team and requires strong technical and customer service skills in a fast-paced environment.

The ideal candidate will handle ticket alerts, perform proactive maintenance, and participate in after-hours rotation.