Senior MSP IT Support Desk Technician

HEARTLAND-BUSINESS-SYSTEMS-LLC; Denver (CO); On-site; USD 57,000 - 63,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) retirement plan

Paid time off

Job summary

Heartland Business Systems is seeking an IT Service Specialist to deliver end-user and systems support as part of our managed services team in a fast-paced environment. You will handle desk-side and remote assistance, monitor tickets, perform system maintenance, and contribute to customer satisfaction across multiple Heartland clients.

The role requires 3+ years in IT service, an associate degree in a tech field, and strong Windows proficiency with basic Mac/iOS/Android knowledge.

Qualifications

• 3+ years’ experience in IT service, 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
• Basic knowledge of core server administration within Microsoft Windows Server
• Basic knowledge of Mac OS
• Basic knowledge of mobile operating systems: iOS and Android

Responsibilities

• Respond to auto generated ticket alerts (critical and non-critical).
• Monitor and work tickets in ticket system for client requests.
• Acknowledge and respond to tickets based on Managed Services SLA.
• Be 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 clients’ IT departments.
• Perform proactive maintenance such as switch/firewall/router upgrades and patches.
• Remote application and hardware support for network devices and servers.
• Monitor and analyze customer networks, systems, backups, and security appliances.

Skills

Windows OS

Mac OS

Mobile OS

Customer service

Ticketing system

Team player

Technical support

Networking basics

Prioritization

Education

Associate degree in tech

Tools

Ticketing system

Job description

Heartland Business Systems is seeking an IT Service Specialist to deliver end-user and systems support as part of our managed services team in a fast-paced environment. You will handle desk-side and remote assistance, monitor tickets, perform system maintenance, and contribute to customer satisfaction across multiple Heartland clients.

The role requires 3+ years in IT service, an associate degree in a tech field, and strong Windows proficiency with basic Mac/iOS/Android knowledge.