About Us
At Heartland, we are focused on results, not corporate politics. We foster a harmonious work environment where associates feel like family. We strive to be the employer of choice, and believe all of our associates should have fun at work! We are hardworking – but not at the expense of our families. At Heartland, you will find an entrepreneurial environment where we take the time to educate, coach and lead employees into further opportunities within our company. We want all of our associates to enjoy a good work-life balance and are welcomed in our environment. We strive to show our employees that they are more than just a number and viewed as an integral part of our organization.
Heartland recognizes the importance of a quality benefits package, not only to our associates, but to their families. That’s the Heartland way. Our generous benefit package includes (but is not limited to) Paid Time Off, Health Insurance, Life Insurance, Long Term Disability, Employee Assistance Program, and two retirement plans.
At Heartland, we go out of our way to make our associates feel at home and celebrate their achievements and contributions to the company. Our environment consists of several appreciation events throughout the year and we encourage every employee, near & far, to join us with their families to enjoy good food, fun and comradery. Our benefits package, appreciation events, and fun work environment go above industry standard. We want our employees to feel like family – so we treat them like family.
IT Help Desk Technician
Starting Pay: $35,000
Primary Responsibility
Assist and support the IT Department with desktop support and customer service. Provide fast and useful technical assistance on computer systems such as VoIP systems, servers, storage, networks, peripherals, and desktops. Answer queries on basic technical issues and offer advice to solve them. Have good technical knowledge and be able to communicate effectively to understand the problem and explain its solution
Essential Functions & Responsibilities
- Assist with desktop support
- Assist with special projects as needed.
- Provide excellent customer service in a timely manner.
- Serve as the first point of contact for customers seeking technical assistance over the phone or email.
- Perform remote troubleshooting through diagnostic techniques and pertinent questions.
- Determine the best solution based on the issue and details provided by customers.
- Walk the customer through the problem-solving process.
- Direct unresolved issues to the next level of support personnel
- Provide accurate information on IT products or services.
- Record events and problems and their resolution in logs
- Follow-up and update customer status and information
- Pass on any feedback or suggestions from customers to the appropriate internal team.
- Identify and suggest possible improvements to procedures.
- Deploy client technologies (PCs, laptops, printers, peripherals, telephony devices, mobile devices, etc.) and provide support to new users.
- Assist staff with incidents or issues affecting the ability to use the client technologies.
- Maintain hardware inventory.
- Administer ticketing system to input and track incidents.
- Train users on client technologies and help them resolve system issues
- Keep abreast of current developments and trends in area of expertise.
- Utilize company change management process to document decommissioning or implementation of desktops and laptops.
- Create and maintain processes and procedures related to area of responsibility.
Additional Functions & Responsibilities
Required Qualifications
- High school diploma or equivalent.
- At least 1 year of IT Help Desk experience or similar.
- Pursuing an associate's degree.
- A general knowledge of computer operations, desktop support, networking, and troubleshooting.