Senior IT Support Desk Engineer – Remote & Networking

Heartland Business Systems, LLC.; Springfield (MO); On-site; USD 52,000 - 68,000; Full time

Job summary

Heartland Business Systems, LLC. in Missouri seeks an IT Service Technician to deliver desktop, server, networking, and firewall support within a Managed Services team for multiple clients. The role blends technical work with customer service in a fast-paced environment.

The job involves ticket handling, SLA adherence, proactive maintenance, remote support, and occasional project tasks. On-call rotation provides additional compensation.

Qualifications

• 3+ years’ experience in an IT service role, systems administration, and network administration.
• Associate degree in a technology-related field or equivalent.
• Customer service-oriented with strong communication skills.
• Experience with ticketing systems and SLA adherence.
• Proactive maintenance and remote support experience.

Responsibilities

• Respond to auto generated ticket alerts and manage tickets in the ticketing system.
• Monitor and work tickets in ticket system for client requests.
• Acknowledge and respond to tickets based on SLA.
• Provide remote support for network hardware, servers, and storage.
• Review client reports and propose resolutions based on data.
• Escalate tickets to internal departments and client IT teams.
• Perform proactive maintenance on switches, firewalls, and patches.
• Part of after-hours/weekend on-call rotation with additional compensation.
• Document technical information and contribute to process improvements.

Skills

Active Listening

Adaptability

Assertiveness

Conflict Resolution

Decision Making

Problem Solving

Relationship Building

Time Management

Customer Service

Technical Troubleshooting

Education

Associate degree in a technology-related field

Bachelor’s degree in a technology-related field

Tools

ConnectWise Manage

ConnectWise Automate

VMware vSphere

LogicMonitor

Cisco Networking

Microsoft 365 / Office 365

Job description

Heartland Business Systems, LLC. in Missouri seeks an IT Service Technician to deliver desktop, server, networking, and firewall support within a Managed Services team for multiple clients. The role blends technical work with customer service in a fast-paced environment.

The job involves ticket handling, SLA adherence, proactive maintenance, remote support, and occasional project tasks. On-call rotation provides additional compensation.