{"id":1491825,"url":"https://alion.io/job/hbs-it-support-desk-engineer-ii","title":"IT Support Desk Engineer II","company":{"id":1758777,"name":"HBS","domain":"hbs.net","url":"https://alion.io/company/hbs-net","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Paylocity","truth_index":{"grade":"B","score":75,"open_postings":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-14T06:34:16Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Fayetteville, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":51000,"max_usd":100000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":338},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SLI/SLO/SLA","optional":false},{"name":"Azure","optional":true},{"name":"VMWare","optional":true},{"name":"Windows","optional":true},{"name":"Windows Server","optional":true}],"status":"live","first_seen_at":"2026-07-20T17:30:35Z","employer_posted_date":"2026-09-30","last_verified_at":"2026-10-13T05:31:13Z","board_verified":true,"closed_at":null,"days_open":86,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":86},"description":"Description\nPosition Summary:\nThis 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.\nRoles and Responsibilities/ Essential Functions:\nRespond to auto generated ticket alerts both critical and non-critical.\nMonitor and work tickets in ticket system for client submitted requests.\nAcknowledge and respond to tickets based on Managed Services SLA.\nBe part of a phone call queue for client call in requests.\nReview monthly client reports and provide resolutions solutions based on generated reports.\nEscalate tickets to internal departments and clients IT departments.\nPerform proactive maintenance duties such as switch/firewall/routers upgrades, server patches, workstation patches, firewall rules, etc.\nRemote application and hardware support for switches, routers, firewalls, servers, and storage.\nMonitor and analyze customer networks, systems, backups, and security appliances.\nWork with customer’s primary field engineer to perform work on an as needed basis.\nFrom time to time, project manage internal department initiatives.\nContribute and enhance internal department process/system documentation\nFollow policies and procedures on a department and per client basis.\nConduct training of customers or colleagues in both formal and informal environments.\nMaintain documentation of customer technical information as it relates to procedures, servers, applications, infrastructure, and remote support instructions.\nBe part of an on call after hours/weekend on call rotation every 8-10 weeks(additional compensation).\nMinimum 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.\nPerform other duties, as assigned\nRequirements\nCompetencies:\nActive Listening - Ability to actively attend to, convey, and understand the comments and questions of others.\nAdaptability - Ability to adapt to change in the workplace.\nAssertiveness - Ability to act in a self-confident manner to facilitate completion of a work assignment or to defend a position or idea.\nConflict Resolution - Ability to deal with others in an antagonistic situation.\nDecision Making - Ability to make critical decisions while following company procedures.\nDelegating Responsibility - Ability to allocate authority and/or task responsibility to appropriate people.\nHonesty / Integrity - Ability to be truthful and be credible in the workplace.\nInnovative - ability to look beyond the standard solutions\nProblem Solving - Ability to find a solution for or to deal proactively with work-related problems.\nRelationship Building - Ability to effectively build relationships with customers and co-workers.\nResource Management - Ability to obtain and appropriate the proper usage of equipment, facilities, materials, as well as personnel.\nStrategic Planning - ability to develop a vision for the future and create a culture in which the long-range goals can be achieved.\nTime Management - Ability to utilize the available time to organize and complete work within given deadlines.\nRequired Experience:\n3+ years’ experience working in an IT service role, systems administration, and network administration. \nPreferred Experience:\n5 years’ experience troubleshooting Microsoft Windows endpoints in domain and workgroup environment.\n4+ years’ experience working in a customer facing IT service role\nAdvanced knowledge of the following: Network printing, Antivirus software packages, core server administration within Microsoft Windows Server, Mac OS, Mobile operating systems (apple iOS and Android). \nAdvanced knowledge of Microsoft Windows Desktop & Server Operating System. \nRequired Skills, Education and/ or Certifications:\nAssociate degree in a technology-related field or a combination of education and relevant experience\nCustomer service-oriented skillset\nAdvanced knowledge of Microsoft Windows Operating System\nBasic knowledge of network printing\nBasic knowledge of Antivirus software packages\nBasic knowledge of core server administration within Microsoft Windows Server\nBasic knowledge of Mac OS\nBasic knowledge of mobile operating systems: Apple iOS and Android\nPreferred Skills, Education and/ or Certifications:\nBachelor’s degree in a technology-related field.\nThree or more of the following certifications: A+, Network +, Server+, Microsoft O365 or Azure certifications, Cisco Certification Technician (CCT)\nAdvanced knowledge of Cisco, HP, Palo Alto networking infrastructure, ConnectWise Manage and Automate, VMware, vSphere, and LogicMonitor, Veem Backup\nEqual Opportunity Employer - Including Disabled and Veterans","description_format":"text","description_chars":4999,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"associate","optional":false},"security_clearance":false,"languages":[]},"benefits":["Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Cybersecurity","Information Technology","Information Security"],"lifecycle":[{"event":"open","at":"2026-09-30T00:53:54Z"}],"visa":[],"liveness":{"score":15,"band":"cold","label":"Long shot","p_open":1,"p_active":0.524,"p_room":0.28,"age_days":85,"expected_fill_days":30,"reasons":["conf:25","velocity","win:tail","crowd:"],"computed_at":"2026-10-14T06:34:16Z"},"pay":null,"html_url":"https://alion.io/job/hbs-it-support-desk-engineer-ii","json_url":"https://alion.io/job/hbs-it-support-desk-engineer-ii.json","meta":{"generated_at":"2026-10-14T18:08:51Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":23421,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-15T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1758777},"rest":"https://alion.io/mcp/rest/get_company?id=1758777"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fhbs-it-support-desk-engineer-ii"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fhbs-it-support-desk-engineer-ii"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fhbs-it-support-desk-engineer-ii"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/hbs-it-support-desk-engineer-ii\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhbs-it-support-desk-engineer-ii"}]}