IT Managed Services Specialist II

2 weeks ago

Sedalia, Missouri, United States Heartland Business Systems, LLC Full time
Job Overview

Position Summary:

This role encompasses a diverse array of IT services, ranging from desktop and application support to fundamental administrative tasks for servers, networking, and firewall systems. As a vital member of our managed services team, you will deliver essential IT support to various Heartland clients. The ideal candidate will possess a balanced mix of technical acumen and customer service skills, thriving in a dynamic environment.

Key Responsibilities:

  • Maintain a minimum of 70% utilization annually, adjusted based on the start date, while balancing professional development and on-the-job training. Utilization metrics will be reviewed each year.
  • Address auto-generated ticket alerts, both critical and non-critical.
  • Monitor and manage tickets in the ticketing system for client requests.
  • Respond to tickets in accordance with Managed Services Service Level Agreements (SLA).
  • Participate in a call queue for client inquiries.
  • Analyze monthly client reports and propose resolution strategies based on findings.
  • Escalate tickets to internal teams and client IT departments as necessary.
  • Conduct proactive maintenance tasks, including upgrades for switches, firewalls, routers, server patches, and workstation updates.
  • Provide remote support for applications and hardware related to switches, routers, firewalls, servers, and storage solutions.
  • Monitor and evaluate customer networks, systems, backups, and security devices.
  • Collaborate with the primary field engineer of the customer for necessary tasks.
  • Occasionally manage internal departmental projects.
  • Contribute to and enhance internal process and system documentation.
  • Adhere to policies and procedures specific to the department and each client.
  • Facilitate training sessions for customers or colleagues in both formal and informal settings.
  • Maintain comprehensive documentation of customer technical information related to procedures, servers, applications, infrastructure, and remote support instructions.
  • Participate in an on-call rotation for after-hours and weekend support approximately every 8-10 weeks (additional compensation provided).
  • Perform other duties as assigned.

Required Competencies:

  • Active Listening – Ability to attentively understand and convey the comments and inquiries of others.
  • Adaptability – Capacity to adjust to changes in the workplace.
  • Assertiveness – Ability to confidently act to complete tasks or defend a position.
  • Conflict Resolution – Skill in managing antagonistic situations effectively.
  • Decision Making – Proficiency in making critical decisions while adhering to company protocols.
  • Delegating Responsibility – Ability to assign authority and task responsibilities appropriately.
  • Integrity – Commitment to honesty and credibility in the workplace.
  • Innovative Thinking – Capability to explore beyond standard solutions.
  • Problem Solving – Skill in proactively addressing work-related challenges.
  • Relationship Building – Ability to foster effective relationships with clients and colleagues.
  • Resource Management – Proficiency in the appropriate utilization of equipment, facilities, materials, and personnel.
  • Strategic Planning – Ability to envision future goals and cultivate a culture to achieve them.
  • Time Management – Skill in organizing and completing work within established deadlines.

Experience Requirements:

  • 1-3 years of experience troubleshooting Microsoft Windows endpoints in domain environments.
  • 1-3 years of experience in an IT service desk role.

Preferred Experience:

  • 1-3 years of experience in a Managed Service Provider (MSP) environment.
  • 1-3 years of experience in a customer-facing IT consulting role.
  • 1-3 years of experience in systems administration.
  • 1-3 years of experience in network administration.

Required Skills, Education, and Certifications:

  • Associate degree in a technology-related field or equivalent education and relevant experience.
  • Customer service-oriented skill set.
  • Advanced knowledge of the Microsoft Windows Operating System.
  • Basic understanding of network printing.
  • Fundamental knowledge of antivirus software.
  • Basic knowledge of core server administration within Microsoft Windows Server.
  • Basic knowledge of Mac OS.
  • Basic understanding of mobile operating systems, including Apple iOS and Android.

Preferred Skills, Education, and Certifications:

  • Bachelor's degree in a technology-related field.
  • Basic knowledge of Cisco, HP, and Palo Alto networking infrastructure.
  • Familiarity with ConnectWise Manage and ConnectWise Automate.
  • Basic knowledge of VMware vSphere.
  • Basic understanding of LogicMonitor.
  • Basic knowledge of Veeam Backup.
  • One or more of the following certifications: A+, Network +, Server+, Microsoft Azure, Microsoft O365, Cisco Certification Technician (CCT).

Heartland Business Systems, LLC is an Equal Opportunity Employer - Including Disabled and Veterans.

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