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Remote IT Support Desk Engineer I

February 20, 2026

DescriptionPosition 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:<ul><li>Perform proactive maintenance duties such as switch/firewall/routers upgrades, server patches, workstation patches, firewall rules, etc.</li><li>Remote application and hardware support for workstations, switches, routers, firewalls, servers, and storage.</li><li>Monitor and analyze customer networks, systems, backups, and security appliances.</li><li>Work with customer’s primary field engineer to perform work on an as needed basis.</li><li>Contribute and enhance internal department process/system documentation.</li><li>Follow policies and procedures on a department and per client basis.</li><li>Monitor email and phone for client communications and respond in a timely manner.</li><li>Maintain up to date records of customer technical information as it relates to servers, applications, infrastructure, and remote support instructions.</li><li>Be part of an on-call after-hours rotation with other members of the team one (1) week at a time.</li><li>Ability to travel to customer sites to provide end user support. </li><li>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.</li><li>Perform other duties, as assigned.</li></ul>RequirementsCompetencies<ul><li>Active Listening – Ability to actively attend to, convey, and understand the comments and questions of others.</li><li>Adaptability – Ability to adapt to change in the workplace.</li><li>Assertiveness – Ability to act in a self-confident manner to facilitate completion of a work assignment or to defend a position or idea.</li><li>Conflict Resolution – Ability to deal with others in an antagonistic situation.</li><li>Decision Making – Ability to make critical decisions while following company procedures.</li><li>Delegating Responsibility – Ability to allocate authority and/or task responsibility to appropriate people.</li><li>Honesty / Integrity – Ability to be truthful and be credible in the workplace.</li><li>Innovative – ability to look beyond the standard solutions</li><li>Problem Solving – Ability to find a solution for or to deal proactively with work-related problems.</li><li>Relationship Building – Ability to effectively build relationships with customers and co-workers.</li><li>Resource Management – Ability to obtain and appropriate the proper usage of equipment, facilities, materials, as well as personnel.</li><li>Strategic Planning – ability to develop a vision for the future and create a culture in which the long-range goals can be achieved.</li><li>Time Management – Ability to utilize the available time to organize and complete work within given deadlines.</li></ul>Required Experience:<ul><li>1-3 years’ experience working in an IT service role, systems administration, and network administration. </li></ul>Preferred Experience:<ul><li>3-5 years’ experience troubleshooting Microsoft Windows endpoints in domain and workgroup environment. </li><li>1-3 years’ experience working in a customer facing IT service role</li><li>Intermediate knowledge of the following: Microsoft Windows Operating System, core server administration within Microsoft Windows Server, Mac OS, Mobile operating system (apple iOS and Android) </li><li>Intermediate knowledge of Microsoft Windows Desktop & Server Operating System. </li></ul>Required Skills, Education and/ or Certifications:<ul><li>Associate degree in a technology-related field or a combination of education and relevant experience</li><li>Strong troubleshooting and analytical skills with a customer-focused approach to resolving technical issues</li><li>Proven experience effectively addressing customer concerns through clear communication and a service-first mindset</li></ul>Preferred Skills, Education and/ or Certifications:<ul><li>Bachelor’s degree in technology related field. </li><li>Two or more of the following certifications: A+, Network +, Server+, Microsoft O365 or Azure certifications, Cisco Certification Technician (CCT)</li><li>Intermediate knowledge of Cisco, HP, Palo Alto networking infrastructure, ConnectWise Manage and Automate, VMware, vSphere, and LogicMonitor, Veem Backup</li></ul> Equal Opportunity Employer - Including Disabled and Veterans#HBS

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...