IT Support Technician II

Heartland Business Systems•West Des Moines, IA

About The Position

This position provides IT services ranging from desktop and application support to basic administration of servers, networking, and firewall equipment. As part of the managed services team, the technician provides critical support for multiple Heartland customers in a fast-paced environment, combining technical and customer service skills. The role includes ticket and phone-queue support, remote troubleshooting, proactive maintenance, network and systems monitoring, documentation, customer and colleague training, and occasional project management. It also participates in an after-hours and weekend on-call rotation every 8–10 weeks, with additional compensation. A minimum of 75% utilization per fiscal year is expected, prorated based on start date and balanced against professional development and on-the-job training; utilization metrics are re-evaluated annually.

Requirements

At least 3 years of experience in an IT service role, systems administration, and network administration.
An 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 packages.
Basic knowledge of core server administration within Microsoft Windows Server.
Basic knowledge of Mac OS.
Basic knowledge of Apple iOS and Android mobile operating systems.
Outcome-focused mindset.
Strong prioritization skills.
Team-player attitude.
Professional attitude and respectful demeanor.

Responsibilities

Respond to automatically generated critical and non-critical ticket alerts.
Monitor and work client-submitted requests in the ticketing system, acknowledging and responding according to Managed Services SLAs.
Participate in a phone queue for client requests.
Review monthly client reports and provide resolutions based on the reports.
Escalate tickets to internal departments and clients’ IT departments.
Perform proactive maintenance, including switch, firewall, and router upgrades; server and workstation patches; and firewall rule updates.
Provide remote application and hardware support for switches, routers, firewalls, servers, and storage.
Monitor and analyze customer networks, systems, backups, and security appliances.
Work with customers’ primary field engineers as needed.
Occasionally project manage internal department initiatives.
Contribute to and improve internal department process and system documentation.
Follow department and client policies and procedures.
Train customers and colleagues in formal and informal settings.
Maintain customer technical documentation concerning procedures, servers, applications, infrastructure, and remote support instructions.
Participate in an after-hours and weekend on-call rotation every 8–10 weeks.
Maintain a minimum 75% utilization per fiscal year, subject to the stated prorating and professional development considerations.
Perform other duties as assigned.

Benefits

Competitive compensation package, which may include bonus, incentive, commission, fair wage, retirement plans, and benefits with HSA-compatible plans.
Growth opportunities.
Community involvement.
Personal development.
Employee and family celebrations.
Green initiatives.
Personal time off.
Work-life balance.
Recognition and awards.
Additional compensation for participation in the after-hours/weekend on-call rotation.