IT Support Desk Engineer II

Heartland Business Systems

IT Support Desk Engineer providing IT services including desktop support and maintenance for Heartland Business Systems customers. Monitoring tickets and ensuring customer satisfaction in a hybrid remote environment.

Posted 7/14/2026full-timeDenver • Colorado • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates advanced knowledge in network administration, Microsoft Windows Desktop and Server Operating Systems, and customer service within IT service roles. Proficient in troubleshooting, proactive maintenance, and documentation of technical processes.

Highest-signal resume keywords

Network AdministrationMicrosoft Windows Server AdministrationCustomer Service OrientationTroubleshooting Microsoft Windows EndpointsCisco Networking Infrastructure

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Network PrintingAntivirus Software PackagesCore Server AdministrationMicrosoft Windows Desktop Operating SystemMac OSMobile Operating SystemsRemote Application SupportProactive MaintenanceTicket System ManagementProject Management

Soft Skills

Customer Service SkillsTraining and Development

Tools & Technologies

ConnectWise ManageConnectWise AutomateVMwareVSphereLogicMonitorVeem BackupFirewallsSwitchesRoutersServers

Industry Keywords

IT Service RoleSystems AdministrationNetwork AdministrationManaged Services SLATechnical Documentation

Tech Stack

Tools & technologies

AndroidFirewallsiOSVMware

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.
4+ years’ experience working in a customer facing IT service role
Associate degree in a technology-related field or a combination of education and relevant experience
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.
Customer service-oriented skillset
Advanced knowledge of Cisco, HP, Palo Alto networking infrastructure, ConnectWise Manage and Automate, VMware, vSphere, and LogicMonitor, Veem Backup

Benefits

Comp & perks

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