IT Support Desk Engineer II

Heartland Business Systems

IT Support Desk Engineer providing a wide range of IT services including desktop support and proactive maintenance. Addressing customer needs and managing ticketing resolution within service level agreements.

Posted 7/17/2026full-timeHeartland • Colorado • 🇺🇸 United StatesMid-LevelSenior💰 $57,000 - $62,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in IT service delivery, including systems and network administration, with a strong focus on customer service and technical support. Proficient in troubleshooting Microsoft Windows environments and managing network infrastructure.

Highest-signal resume keywords

IT Service Role ExperienceMicrosoft Windows TroubleshootingNetwork AdministrationCustomer Service OrientationTechnical Documentation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Systems AdministrationNetwork AdministrationMicrosoft Windows ServerMac OSMobile Operating SystemsNetwork PrintingAntivirus SoftwareRemote SupportProactive MaintenanceTicketing System Management

Soft Skills

Customer Service SkillsCommunication SkillsTraining Skills

Tools & Technologies

FirewallsRoutersSwitchesBackup SystemsSecurity Appliances

Certifications & Qualifications

A+Network +Server+Microsoft O365 CertificationAzure CertificationCisco Certification Technician (CCT)

Industry Keywords

Managed ServicesSLATechnical DocumentationClient SupportProactive Maintenance

Tech Stack

Tools & technologies

AndroidAzureFirewallsiOS

About the role

Key responsibilities & impact

Provide a wide range of IT services from desktop & application support to basic administrative duties for servers, networking, and firewall equipment.
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.
Be part of an on call after hours/weekend on call rotation every 8-10 weeks(additional compensation).

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
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
Customer service-oriented skillset
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 (preferred).
Three or more of the following certifications: A+, Network +, Server+, Microsoft O365 or Azure certifications, Cisco Certification Technician (CCT) (preferred).

Benefits

Comp & perks

Health, dental, and vision insurance
Company-paid long-term disability insurance
Paid time off , including vacation, sick leave, and company-recognized holidays
401(k) retirement plan with company contribution