Remote IT Support Desk Engineer I

Heartland Business Systems is seeking a Remote IT Support Desk Engineer I to provide a wide range of IT services including desktop and application support as well as administrative duties for servers and networking. The role involves proactive maintenance, remote support, and client communication to ensure efficient IT operations for multiple customers.

Responsibilities:

• Perform proactive maintenance duties such as switch/firewall/routers upgrades, server patches, workstation patches, firewall rules, etc
• Remote application and hardware support for workstations, 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
• Contribute and enhance internal department process/system documentation
• Follow policies and procedures on a department and per client basis
• Monitor email and phone for client communications and respond in a timely manner
• Maintain up to date records of customer technical information as it relates to servers, applications, infrastructure, and remote support instructions
• Be part of an on-call after-hours rotation with other members of the team one (1) week at a time
• Ability to travel to customer sites to provide end user support
• Perform other duties, as assigned

Requirements:

• 1-3 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
• Strong troubleshooting and analytical skills with a customer-focused approach to resolving technical issues
• Proven experience effectively addressing customer concerns through clear communication and a service-first mindset
• 3-5 years' experience troubleshooting Microsoft Windows endpoints in domain and workgroup environment
• 1-3 years' experience working in a customer facing IT service role
• Intermediate knowledge of the following: Microsoft Windows Operating System, core server administration within Microsoft Windows Server, Mac OS, Mobile operating system (apple iOS and Android)
• Intermediate knowledge of Microsoft Windows Desktop & Server Operating System
• Bachelor's degree in technology related field
• Two or more of the following certifications: A+, Network +, Server+, Microsoft O365 or Azure certifications, Cisco Certification Technician (CCT)
• Intermediate knowledge of Cisco, HP, Palo Alto networking infrastructure, ConnectWise Manage and Automate, VMware, vSphere, and LogicMonitor, Veem Backup