IT Support Desk Engineer II

Heartland Business Systems

IT Support Desk Engineer providing critical IT support for multiple Heartland customers. Responsible for diverse IT services including desktop & application support in a managed services team environment.

Posted 5/12/2026full-timeSpringfield • Montana • 🇺🇸 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 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

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 a domain and workgroup environment.
4+ years’ experience working in a customer-facing IT service role
Advanced knowledge of the following: 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
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 mobile operating systems: Apple iOS and Android
Bachelor’s degree in a technology-related field.
Three or more of the following certifications: A+, Network +, Server+, Microsoft O365 or Azure certifications, Cisco Certification Technician (CCT)

Benefits

Comp & perks

Equal Opportunity Employer - Including Disabled and Veterans

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

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

Soft Skills

customer servicecommunicationproblem-solvingtrainingproject managementdocumentationcollaborationproactive maintenancetime managementutilization metrics

Certifications

A+Network +Server+Microsoft O365 certificationAzure certificationCisco Certification Technician