This job was posted by https://www.arjoblink.arkansas.gov : For more information, please see: https://www.arjoblink.arkansas.gov/jobs/4692346 Heartland Technology Group\ \ Description:

Position Summary:

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 customers 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

Requirements:

Competencies:

Active Listening Ability to actively attend to, convey, and understand the comments and questions of others.

Adaptability Ability to adapt to change in the workplace.

Assertiveness Ability to act in a self-confident manner to facilitate completion of a work assignment or to defend a position or idea.

Conflict Resolution Ability to deal with others in an antagonistic situation.

Decision Making Ability to make critical decisions while following company procedures.

Delegating Responsibility Ability to allocate authority and/or task responsibility to appropriate people.

Honesty / Integrity Ability to be truthful and be credible in the workplace.

Innovative ability to look beyond the standard solutions

Problem Solving Ability to find a solution for or to deal proactively with work-related problems.

Relationship Building Ability to effectively build relationships with customers and co-workers.

Resource Management Ability to obtain and appropriate the proper usage of equipment, facilities, materials, as well as personnel.

Strategic Planning ability to develop a vision for the future and create a culture in which the long-range goals can be achieved.

Time Management Ability to utili\ \ \ \ Equal employment opportunity, including veterans and individuals with disabilities.\ \

PI282858816

Heartland Technology Group

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