IT Support Desk Engineer II

Heartland Business Systems

IT Support Desk Engineer providing a wide range of IT services and support for multiple Heartland customers. Handling ticket requests, maintenance, and proactive support in a hybrid role based in Little Chute, WI.

Posted 5/8/2026full-timeLittle Chute • Wisconsin • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

AndroidAzureFirewallsiOS

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

3+ years’ experience working in an IT service role, systems administration, and network administration.
5 years’ experience troubleshooting Microsoft Windows endpoints in domain and workgroup environment (preferred).
4+ years’ experience working in a customer facing IT service role (preferred).
Advanced knowledge of network printing, Antivirus software packages, core server administration within Microsoft Windows Server, Mac OS, Mobile operating systems (apple iOS and Android).
Advanced knowledge of Microsoft Windows Desktop & Server Operating System.
Associate degree in a technology-related field or a combination of education and relevant experience (required).
Customer service-oriented skillset (required).
Basic knowledge of network printing, Antivirus software packages, core server administration within Microsoft Windows Server, Mac OS, and mobile operating systems (Apple iOS and Android) (required).
Bachelor's degree in a technology-related field (preferred).
Three or more of the following certifications: A+, Network +, Server+, Microsoft O365 or Azure certifications, Cisco Certification Technician (CCT) (preferred).

Benefits

Comp & perks

Be part of an on call after hours/weekend on call rotation every 8-10 weeks(additional compensation)

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

network administrationsystems administrationtroubleshootingMicrosoft Windows endpointsnetwork printingAntivirus softwareMicrosoft Windows ServerMac OSmobile operating systemsserver patches

Soft Skills

customer servicecommunicationproblem-solvingtrainingproject management

Certifications

A+Network +Server+Microsoft O365Azure certificationsCisco Certification Technician (CCT)