About the role
Description
This position provides a wide range of IT services from desktop & application support to basic administrative duties for servers, networking, and firewall equipment. This position is part of our managed services team and provides critical IT support for multiple Heartland customers. The ideal candidate will bring a good blend of technical and customer services skills to this fast-paced environment.
Note: This role works onsite at an HBS client full time.
Roles and Responsibilities/ Essential Functions:
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).
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
How to qualify:
3+ years’ experience working in an IT service role, systems administration, and network administration.
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
Maintain an outcome focused mindset
Have strong prioritization skills
Always be a team player
Carry a professional attitude and respectful demeanor
Why HBS?
Heartland Business Systems is one of THE LARGEST technology VARs or Value-Added Resellers in the Midwest. Anything that happens with computers – we do it! We PRIDE ourselves on our Core Values of:
Performance
– HBS is driven to achieve exceptional results in all aspects of our business.
Respect
– HBS Team Members demonstrate personal integrity and professionalism when dealing with all internal and external contacts.
Innovation
– HBS is passionate to serve our internal and external customers with innovative solutions to enhance their success.
Development
– HBS is committed to developing ourselves and each other in ways that support and improve the performance of ourselves and our business.
Excellence
– HBS takes great pride in all we do and strive for excellence always.
What you can expect from HBS:
Competitive Compensation Package (May include but not limited to: Bonus, Incentive, Commission, Fair Wage, Retirement Plans, Benefits with HSA Compatible Plans)
Growth Opportunities
Community Involvement
Personal Development
Employee and Family Celebrations
Green Initiatives
Personal Time Off
Work Life Balance
Recognition and Awards
Day in and day out, you will be a part of a collaborative, innovative and award-winning team that will make you a better professional. Choose HBS today!
Heartland Business Systems is an Equal Opportunity Employer - Including Disabled and Veterans.
The expected annual base salary for this position is $56,600 to $63,100. In addition to base compensation, this position includes a comprehensive benefits package. Current benefits include:
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
The final base salary will be determined by the candidate’s job-related skills, experience, education, and certifications, along with internal equity and market considerations. This pay range is provided in accordance with applicable state and local pay transparency laws.