> Markdown version of [/jobs/ext/1932257-it-support-desk-technician-ii](https://www.wearedevelopers.com/jobs/ext/1932257-it-support-desk-technician-ii). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Support Desk Technician II - **Company:** Heartland Technology Group Inc. - **Location:** Wausau, WI, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Antivirus Softwares, Apple IOS, Apple Mac Systems, Software Documentation, Issue Tracking Systems, Windows Servers, Print Servers, Network Administration, Server Administration, Network Routers, Mobile Os, Firewalls (Computer Science), Information Technology, Firewall Services Module, Network Server - **Published:** August 5, 2026 - **Apply:** https://www.disabledperson.com/jobs/74017005-it-support-desk-technician-ii ## About the Role 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 ## 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. 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 ## Related Videos - [Hacking iOS and Developing for Airbnb with Nicolas Haunold, Software Engineer at Airbnb](https://www.wearedevelopers.com/videos/100361-hacking-ios-and-developing-for-airbnb-with-nicolas-haunold-software-engineer-at-airbnb) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Xcode development redefAIned](https://www.wearedevelopers.com/videos/100195-xcode-development-redefained) - [Just-in-time Compilation in JVM](https://www.wearedevelopers.com/videos/240-just-in-time-compilation-in-jvm) - [Edge AI on iOS: Beyond the Cloud, Designing the Next Generation of Intelligent On-Device Apps](https://www.wearedevelopers.com/videos/100225-edge-ai-on-ios-beyond-the-cloud-designing-the-next-generation-of-intelligent-on-device-apps) - [Talk to the Duck - Secrets of the Debugging Masters](https://www.wearedevelopers.com/videos/470-talk-to-the-duck-secrets-of-the-debugging-masters) ## Related Articles - [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer) - [IT Salaries in Germany](https://www.wearedevelopers.com/magazine/287-it-salaries-in-germany) - [IT Salaries in Austria](https://www.wearedevelopers.com/magazine/286-it-salaries-in-austria) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology)