Heartland Business Systems

Artificial Intelligence

• Own the HBS AI Champion Pilot Program.
• Deliver role-based enablement and career-development upskilling for Microsoft 365 Copilot.
• Drive cross-department engagement through use-case challenges.
• Capture candid pilot feedback from Cowork participants.
• Curate role-based prompt libraries and maintain a searchable internal knowledge base.

AI Enablement Specialist

• Own the HBS AI Champion Pilot Program and the Microsoft 365 Copilot Cowork Program rollout end-to-end.
• Deliver role-based enablement and career-development upskilling for Microsoft 365 Copilot, Microsoft Copilot Cowork, and Claude agents through training sessions, certifications, prompt clinics, peer coaching, and ongoing reinforcement.
• Recruit and support each Champion cohort in partnership with department leaders: produce the Champion Commitment Guide and Manager Fact Sheet, coach champions through 1:1 sessions and group office hours, and run structured peer-coaching sessions with their teammates.
• Drive cross-department engagement through use-case challenges and visible recognition.
• Track adoption analytics (daily active users, license utilization, prompt library usage, certification completions) and publish a monthly one-page dashboard against documented baselines.
• Capture candid pilot feedback from Cowork participants and synthesize it into actionable adoption, governance, and product insights for the Director of AI and the Executive Leadership.
• Curate and version-control role-based prompt libraries, custom Cowork skills, and agent templates; maintain a searchable internal knowledge base of resolved issues, prompt patterns, and best practices; embed Microsoft 365 Copilot learning paths and Copilot Cowork modules into the HBS internal training site.
• Act as the strategic bridge between business stakeholders and the technical AI delivery team by contributing business context, prompt design input, and adoption-readiness review on custom solution work, and pilot new Microsoft and Claude AI capabilities internally before they reach client engagements.
• Operate the AI Helpdesk tier-1 and tier-2 queue, contribute to the refinement of internal AI delivery methods and certification curricula, and apply the AI Use Policy in daily work while flagging exceptions to the Director of AI.

Software Engineer

• Responsible for running the services team for their respective geographical region/practice area
• Respond to service escalations the same day
• Drive customer pipeline and be the liaison between the Sales and Service teams
• Create an environment that allows individual Team Member to have the support and resources necessary to succeed
• Review Engineering write-offs and maintain less than 2% of hours written off annually
• Collaborate with other Engineering Service Managers and the Directors of Engineering to establish procedures and documentation
• Develop standard operating procedures for the Engineering teams’ interaction with other departments
• Approve the distribution and maintenance of required certifications for vendor partnership
• Align training and professional development for Team Members
• Participate in the interview process and provide insight on hiring decisions
• Compile and deliver annual and quarterly reviews of Engineering Team

Engineering Services Manager

Security Engineer

• Install, configure, and support the implementation of video surveillance, access control, structured cabling, and related physical security systems.
• Execute assigned work with increased independence and limited supervision.
• Interpret project drawings, specifications, and installation requirements to complete field tasks accurately.
• Troubleshoot and resolve common field installation and system issues.
• Coordinate work with the Foreman, Project Manager, customers, and other onsite trades as needed.
• Maintain quality, safety, and installation standards across assigned work.
• Assist with testing, commissioning, and validation of installed systems.
• Support training and mentoring of less experienced technicians and associates.
• Identify project issues, risks, or scope concerns and escalate them appropriately.
• Maintain accurate documentation of work completed, time, and materials used.
• Provide professional service and contribute to a positive customer experience.
• Meet annual billable hour goal, as defined by HBS.

Physical Security Installer – II

Physical Security Installer II

Systems Engineer

• This role is a technical professional with a broad understanding of video surveillance, access control, structured cabling, paging, and other related physical security solutions.
• Program, configure, test, and support the implementation of video surveillance, access control, and related physical security systems.
• Assist with system setup, device configuration, software programming, and functional validation.
• Review project documentation and coordinate with field and project teams to ensure successful system deployment.
• Support troubleshooting and resolution of technical issues related to system performance, programming, or functionality.
• Work directly with customers to support implementation, user experience, and system usability.
• Collaborate with technicians, Foremen, Project Managers, and other stakeholders to ensure successful project execution.
• Participate in system commissioning, turnover, and customer orientation activities.
• Stay current on relevant technologies, products, and manufacturer platforms.

Physical Security Systems Engineer

Accounts Receivable

• Compile data, compute fees and charges, and prepare invoices for billing purposes.
• Accurately create accounts receivable invoices.
• Contact salespeople and customers to obtain or relay account information.
• Answer customer billing questions.
• Review sales order for customer financial accuracy before orders can be placed.
• Keep records of invoices and support legal documents.
• Verify accuracy of billing data and report errors.
• Process credits once they have the proper authorization.
• Review documents such as purchase orders, sales orders, expense reports and/or statements of work to compute fees and charges due.
• Generate weekly, monthly or on request reports for sales and clients.
• Assist Treasury Team with compiling accurate ACH information.
• Work closely with collections team by contacting customers and providing proper information to obtain customer payment.
• Gather information/documentation for audits.
• Assist other AR Associates as needed.
• Complete tasks within the specified timeframe accurately and professionally while working independently and/or as a team.
• Communicate effectively with co-workers and clients to ensure excellent customer service.

Accounts Receivable Associate

Engineer

• Develop, implement, and support collaboration services and solutions for consulting clients
• Build a customer-focused relationship with client to identify business challenges and develop specifications and requirements
• Work as a member of the HBS Mitel team as a leader and contributor
• Collaborate and be a leader across multiple internal teams
• Research new products for selection and enhance configuration standards and best practices
• Provide senior level support, maintenance, and administration for customer networks
• Create and maintain detailed documentation of past projects
• Create and maintain current vendor/industry specific certifications and stay current on new products and solutions

Senior Mitel Engineer

Solutions Engineer

• Provide customer solutions and guide users through the sales process
• Maintain customer satisfaction and manage client records
• Negotiate prices and terms of sales and service agreements
• Analyze client needs and promote product or service sales
• Collaborate with colleagues to share marketing strategies
• Initiate sales campaigns and follow marketing plans

Senior Solutions Consultant

• Guide and support the customer journey by fostering long-term client relationships
• Analyze client needs and interests
• Maintain customer records, using CRM and other available tools
• Prepare sales contracts for orders obtained and submit orders for processing
• Collaborate with colleagues to exchange information such as selling strategies and marketing information
• Initiate sales campaigns and follow marketing plan guidelines

• Develop, implement, and support collaboration services and solutions for consulting clients
• Build a customer-focused relationship with clients to identify business challenges and develop specifications and requirements
• Work as a leader and contributor that provides consultative and proactive project support to HBS’s account base
• Collaborate across multiple internal teams to ensure successful delivery and timely satisfaction of the scope of work
• Research new products for selection, enhance configuration standards and best practices, and educate team members on these products and services
• Provide senior level support, maintenance, and administration for customer networks and review for potential concerns or enhancement opportunities
• Create and maintain detailed documentation of past projects and vendor/industry specific certifications

Senior Collaboration Engineer

Network Engineer

• The Senior Network Engineer will develop, implement, and support network services and solutions for consulting clients.
• Work as a member of the HBS Network team as a leader and contributor that provides consultative and proactive project support to HBS’s account base.
• Collaborate and be a leader across multiple internal teams to ensure successful delivery and timely of the scope of work.
• Provide senior level support, maintenance, and administration for customer networks and review for other potential concerns or enhancement opportunities.
• Create and maintain detailed documentation of past projects to potentially provide time estimates and project scopes for new related projects.

Senior Network Engineer

IT Support

• Respond to auto generated ticket alerts both critical and non-critical
• Monitor and work tickets in ticket system for client submitted requests
• Acknowledge and respond to tickets based on Managed Services SLA
• Be part of a phone call queue for client call in requests
• Review monthly client reports and provide resolutions solutions based on generated reports
• Escalate tickets to internal departments and clients IT departments
• Perform proactive maintenance duties such as switch/firewall/routers upgrades, server patches, workstation patches, firewall rules, etc.
• Remote application and hardware support for switches, routers, firewalls, servers, and storage
• Monitor and analyze customer networks, systems, backups, and security appliances
• Work with customer’s primary field engineer to perform work on an as needed basis
• From time to time, project manage internal department initiatives
• Contribute and enhance internal department process/system documentation
• Follow policies and procedures on a department and per client basis
• Conduct training of customers or colleagues in both formal and informal environments
• Maintain documentation of customer technical information as it relates to procedures, servers, applications, infrastructure, and remote support instructions
• Perform other duties, as assigned

IT Support Desk Engineer II

• Respond to auto-generated ticket alerts both critical and non-critical.
• Monitor and work tickets in the ticket system for client submitted requests.
• Acknowledge and respond to tickets based on Managed Services SLA.
• Be part of a phone call queue for client call-in requests.
• Review monthly client reports and provide resolution solutions based on generated reports.
• Escalate tickets to internal departments and clients IT departments.
• Perform proactive maintenance duties such as switch/firewall/routers upgrades, server patches, workstation patches, firewall rules, etc.
• Remote application and hardware support for switches, routers, firewalls, servers, and storage.
• Monitor and analyze customer networks, systems, backups, and security appliances.
• Work with customer’s primary field engineer to perform work on an as-needed basis.
• From time to time, project manage internal department initiatives.
• Contribute and enhance internal department process/system documentation.
• Follow policies and procedures on a department and per client basis.
• Conduct training of customers or colleagues in both formal and informal environments.
• Maintain documentation of customer technical information as it relates to procedures, servers, applications, infrastructure, and remote support instructions.
• Be part of an on-call after hours/weekend on-call rotation every 8-10 weeks (additional compensation).
• Minimum of 75% utilization per fiscal year prorated based on start date. These requirements will be balanced against professional development and on-the-job training. Utilization metrics will be re-evaluated on an annual basis.
• Perform other duties, as assigned