IT Support Technician II

Heartland Business Systems

. Respond to critical and non-critical auto-generated ticket alerts .

Posted 10/23/2026full-timeWest Des Moines • Iowa • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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

Demonstrates expertise in IT service roles with a strong focus on systems and network administration, providing remote support for various hardware and software environments. Proficient in managing client requests and maintaining documentation while ensuring adherence to service level agreements.

Highest-signal resume keywords

IT Service Role ExperienceMicrosoft Windows Operating SystemNetwork AdministrationCustomer Service OrientationProject Management

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Systems AdministrationNetwork AdministrationCore Server AdministrationRemote Application SupportFirewall ManagementRouter ManagementSwitch ManagementBackup MonitoringAntivirus Software KnowledgeNetwork Printing Knowledge

Soft Skills

Strong Prioritization SkillsProfessional AttitudeRespectful Demeanor

Tools & Technologies

Microsoft Windows ServerMac OSApple iOSAndroid

Industry Keywords

Managed Services SLAClient SupportDocumentationProactive MaintenanceAfter-Hours Support

Tech Stack

Tools & technologies

AndroidFirewallsiOS

About the role

Key responsibilities & impact

Respond to critical and non-critical auto-generated ticket alerts
Monitor and work client-submitted requests in the ticket system
Acknowledge and respond to tickets according to Managed Services SLA
Participate in a phone queue for client call-in requests
Review monthly client reports and provide resolution solutions
Escalate tickets to internal departments and client IT departments
Perform proactive maintenance, including switch, firewall, router, server, workstation, and firewall-rule updates
Provide remote application and hardware support for switches, routers, firewalls, servers, and storage
Monitor and analyze customer networks, systems, backups, and security appliances
Work with customers’ primary field engineers as needed
Project manage internal department initiatives when required
Contribute to internal process and system documentation
Follow department and client policies and procedures
Conduct formal and informal training for customers and colleagues
Maintain documentation of customer technical information, procedures, servers, applications, infrastructure, and remote support instructions
Participate in the after-hours/weekend on-call rotation
Meet utilization requirements and perform other assigned duties

Requirements

What you’ll need

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 Apple iOS and Android
Strong prioritization skills
Professional attitude and respectful demeanor
Must participate in an after-hours/weekend on-call rotation every 8–10 weeks
Minimum of 75% utilization per fiscal year, prorated based on start date

Benefits

Comp & perks

Competitive Compensation Package (may include 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
Additional compensation for after-hours/weekend on-call rotation