IT Support Technician II

HEARTLAND BUSINESS SYSTEMS LLC•West Des Moines, IA

20d

About The Position

This position provides a broad range of IT services, from desktop and application support to basic server, network, and firewall administration. As part of Heartland Business Systems’ managed services team, the technician provides critical IT support to multiple customers in a fast-paced environment, combining technical expertise with customer service.

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 systems.
Basic knowledge of network printing.
Basic knowledge of antivirus software packages.
Basic knowledge of core Microsoft Windows Server administration.
Basic knowledge of Mac OS.
Basic knowledge of Apple iOS and Android mobile operating systems.
Outcome-focused mindset.
Strong prioritization skills.
Team-oriented approach.
Professional attitude and respectful demeanor.

Responsibilities

Respond to automatically generated critical and non-critical ticket alerts.
Monitor and work tickets submitted by clients, acknowledging and responding according to Managed Services SLAs.
Participate in a phone queue for client requests.
Review monthly client reports and develop 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-specific policies and procedures.
Train customers or colleagues in formal and informal settings.
Maintain customer technical documentation covering procedures, servers, applications, infrastructure, and remote support instructions.
Participate in an after-hours and weekend on-call rotation every 8–10 weeks, with additional compensation.
Meet a minimum 75% utilization per fiscal year, prorated based on start date; utilization requirements are balanced against professional development and on-the-job training and re-evaluated annually.
Perform other duties as assigned.

Benefits

Competitive compensation package, which may include bonuses, incentives, commissions, fair wages, 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 and weekend on-call rotation.