Heartland Business Systems
Heartland Business Systems
501 – 1,000 Employees
ConsultingEducationHealthcare
Heartland Business Systems is an IT consulting and cybersecurity provider that helps organizations connect technology decisions with business priorities. Its services span cloud solutions, data center management, managed IT, application development, AI and analytics, and cybersecurity risk assessments. HBS works with clients across consulting, healthcare, and education to modernize operations, support collaboration, improve resilience, and protect critical data, systems, and people through tailored technology programs.

IT Support Coordinator (Hybrid)

Coordinate service desk support for client technology issues in a hybrid IT environment. Triage tickets, troubleshoot user and system problems, and manage SLA-based escalations.

Description

  • Act as the primary phone contact for Service Desk requests
  • Collect issue details, evaluate business impact and urgency, create precise tickets, and complete initial troubleshooting
  • Explain technical information clearly, keep clients informed, set expectations, and escalate urgent or business-critical matters
  • Review, prioritize, categorize, and assign tickets according to impact, urgency, technical needs, and SLA commitments
  • Dispatch tickets through phone, email, and shared inboxes
  • Track ticket ownership, progress, and SLA performance, escalating issues or redistributing work as needed
  • Resolve common hardware, software, account, connectivity, and user issues across Windows, macOS, ChromeOS, Apple, and Android platforms
  • Deliver basic support for Microsoft 365, applications, and user accounts
  • Manage lower-level alerts and internal tickets, escalating complex problems with thorough troubleshooting notes
  • Coordinate with clients, IT teams, and business groups through Teams, phone, email, and ticketing tools
  • Attend team meetings and surface recurring problems or service trends
  • Keep ticket records accurate and document troubleshooting steps and resolutions
  • Maintain knowledge base content, procedures, and Service Desk documentation
  • Follow escalation and SLA procedures while recommending improvements to documentation, workflows, and Service Desk operations

Requirements

  • 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 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 support tickets
  • Focus on achieving practical outcomes
  • Collaborative team mindset
  • Professional and respectful demeanor

Benefits

  • Competitive compensation package that may include bonuses, incentives, commissions, fair wages, retirement plans, and HSA-compatible benefits
  • Opportunities for professional growth
  • Community involvement opportunities
  • Personal development support
  • Employee and family celebrations
  • Green and sustainability initiatives
  • Paid time off
  • Support for work-life balance
  • Recognition and awards
  • Collaborative, innovative team environment with an award-winning culture

Related Jobs

Wolters Kluwer

Sales and Business Development Associate - Software (Hybrid) | Wolters Kluwer

Wolters Kluwer

Support Wolters Kluwer’s tax and accounting software growth through sales development and campaign execution. Manage sales materials, customer data, events, lead generation, and performance reporting.

Open
LabConnect

Senior Commercial Counsel - North Carolina Remote

LabConnect

LabConnect is seeking a Senior Commercial Counsel to guide contracts, regulatory matters, and strategic transactions supporting its global clinical laboratory operations. The role partners with business teams, leads contract management, and advises on legal and compliance risks.

Open