IT Support Technician II - Palm Beach Gardens, FL

Dedicated It • West Palm Beach, FL

399d • $55,000 - $65,000

About The Position

The IT Support Technician II position at Dedicated IT is a full-time role focused on providing technical support to users in the healthcare industry. This role involves managing support tickets, assisting clients with technology issues, and mentoring junior technicians. The position emphasizes collaboration, ownership, dedication, and empathy in delivering high-quality service to clients. Technicians will work with a variety of systems and technologies, ensuring efficient resolution of technical problems while contributing to the company's growth as a leading Managed Service Provider.

Requirements

• High School Diploma or GED required
• At least 2-3 years in a previous helpdesk or relevant advanced role
• Prior MSP experience required
• Certifications: CompTIA A+, Network+, Security+, Cisco, Microsoft Certifications - multiple preferred
• Experience supporting medical clients, EMR, and HIPAA understanding preferred
• ConnectWise experience preferred

Nice To Haves

• Prior Healthcare IT experience preferred
• Experience with technical writing and documenting

Responsibilities

• Handle support tickets and work to resolve client issues within SLA times
• Work with team, Service Delivery Manager, and Team Lead to provide top quality service
• Work on a variety of basic to complex issues requested by end users
• Create tickets, document detailed notes, and accurately track time
• Update technical documentation in the system
• Own and work email tickets when not answering calls or when requested
• Escalate requests or tickets to Team Lead with detailed notes of attempted remediations and recommended solutions
• Train/Mentor and Assist Support Technician I's
• Identify possible Major Incidents and notify Team Lead/Service Delivery Manager immediately
• Find alternative workarounds to problems when established procedures fail
• Train users in supported software & hardware
• Assist clients with the installation of business line software and related services for infrastructure or end-user
• Vendor management for client related support ticket resolution
• Ensure all cases are followed up on in a timely manner
• Provide timely updates to clients
• Assist in training new employees

Benefits

• Comprehensive Benefits Package
• 401K plus company match
• 9 paid company holidays
• 3 weeks PTO + 1 week sick leave + other circumstantial leave benefits
• Opportunities for growth & development

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: High school or GED