Heartland Business Systems
Heartland Business Systems
Heartland Business Systems एक आईटी परामर्श और साइबर सुरक्षा प्रदाता है, जो संगठनों को तकनीकी निर्णयों को व्यावसायिक प्राथमिकताओं से जोड़ने में सहायता करता है। इसकी सेवाओं में क्लाउड समाधान, डेटा सेंटर प्रबंधन, प्रबंधित आईटी सेवाएँ, एप्लिकेशन विकास, एआई और एनालिटिक्स, तथा साइबर सुरक्षा जोखिम आकलन शामिल हैं। HBS परामर्श, स्वास्थ्य सेवा और शिक्षा क्षेत्रों के ग्राहकों के साथ काम करता है ताकि संचालन को आधुनिक बनाया जा सके, सहयोग को समर्थन मिले, लचीलापन बढ़े और अनुकूलित तकनीकी कार्यक्रमों के माध्यम से महत्वपूर्ण डेटा, प्रणालियों और लोगों की सुरक्षा की जा सके।

IT Support Coordinator (Hybrid)

Coordinate service desk support for client technology requests at Heartland Business Systems, a Midwest technology value-added reseller. Triage tickets, troubleshoot user issues, and manage SLA-driven resolutions.

विवरण

  • Act as the primary phone contact for Service Desk requests
  • Capture issue details, evaluate business impact and urgency, create precise tickets, and complete initial troubleshooting
  • Explain technical information clearly, keep clients informed, establish expectations, and escalate urgent or business-critical matters
  • Evaluate, prioritize, categorize, and assign tickets according to impact, urgency, technical needs, and SLA commitments
  • Dispatch tickets through phone, email, and shared inboxes
  • Track ticket status, ownership, and SLA performance; escalate issues or redistribute workloads as needed
  • Diagnose routine hardware, software, account, connectivity, and user problems across Windows, macOS, ChromeOS, Apple, and Android environments
  • Deliver basic support for Microsoft 365, applications, and user accounts
  • Manage lower-level alerts and internal tickets, escalating complex problems with thorough troubleshooting notes
  • Work with clients, IT teams, and business units through Teams, phone, email, and ticketing platforms
  • Attend team meetings and surface recurring problems or emerging trends
  • Keep ticket information accurate and record troubleshooting steps and resolutions
  • Maintain knowledge base content, procedures, and Service Desk documentation
  • Adhere to escalation and SLA procedures while identifying improvements to documentation, workflows, and Service Desk operations

आवश्यकताएँ

  • At least one year of experience in IT support, service desk operations, IT coordination, or technical troubleshooting
  • High school diploma or equivalent
  • Customer-focused approach to service and support
  • Foundational knowledge of computer hardware, software, operating systems, Windows Server environments, and networking
  • Prior experience in a managed services provider environment
  • Basic familiarity with Microsoft 365 administration and the Microsoft 365 Admin Center
  • Experience triaging, dispatching, prioritizing, and escalating tickets
  • Results-oriented approach to resolving issues
  • Collaborative team mindset
  • Professional and respectful conduct

लाभ

  • Competitive compensation package that may include bonuses, incentives, commissions, fair-wage programs, retirement plans, and HSA-compatible benefits
  • Opportunities for professional growth
  • Community engagement initiatives
  • Personal development support
  • Employee and family celebrations
  • Environmental sustainability initiatives
  • Paid time off
  • Work-life balance
  • Recognition and awards
  • Collaborative, innovative, award-winning team environment

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