IT Support Desk Engineer II

Heartland Business Systems

IT Support Desk Engineer providing IT services ranging from desktop support to server maintenance for multiple Heartland customers. Supporting critical IT operations in a hybrid remote environment.

Posted 5/12/2026full-timeWest Des Moines • Iowa • 🇺🇸 United StatesMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

AndroidFirewallsiOS

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
Perform other duties, as assigned

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

Benefits

Comp & perks

On call after hours/weekend on call rotation every 8-10 weeks(additional compensation)

ATS Keywords

✓ Tailor your resume

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 systemsMicrosoft Windows Desktop Operating System

Soft Skills

customer servicecommunicationproblem-solvingproject managementtrainingdocumentationcollaborationproactive maintenanceescalationadherence to policies