IT Support Technician II - Palm Beach Gardens, FL

Dedicated IT•Palm Beach Gardens, FL

20h•Hybrid

About The Position

Dedicated IT is a leading Managed Service Provider (MSP) with a specialized focus on healthcare, recognized for its rapid growth and strong reputation in Healthcare IT. The company fosters a people-centric culture, offering excellent benefits and opportunities for professional and personal growth. This role is part of the Dedicated IT Service Desk, providing experience in managing diverse systems within the healthcare industry, equipped with modern tools and technologies. The Support Technician II is a customer-focused individual responsible for efficiently and accurately providing technical support, primarily handling incoming calls and email tickets, and mentoring Support Technician I. They are a key part of the core technical team, solving a wide range of client technical issues through creative problem-solving.

Requirements

Ability to solve problems without specific instructional guidance
Observe daily activities to learn overall IT Infrastructure, methods, and industry standards
Assist clients with the installation of business line software and related services
Train users in supported software & hardware
Work with vendor support contacts to resolve technical problems with Equipment & software
Ability to explain technical information in simple terms
Intermediate to advanced experience supporting/troubleshooting: Workstation hardware, Windows/Mac OS, Mobile devices, MFA, Desk phones and headsets, Printers/Scanners, SharePoint/OneDrive/365, Active Directory, DNS/DHCP, NTFS/File permissions, Firewall/VPN, Network Infrastructure including R&S and APs/WAPs
Understanding of support tools, techniques, and technology used to provide client services
Typing skills to ensure quick and accurate entry of service ticket details (50 WPM)
Technical Writing and Documenting
High School Diploma/GED required.
At least 2-3 years in a previous help desk or relevant advanced role, required.
Prior MSP experience required

Nice To Haves

Certifications: CompTIA A+, Network+, Security+, Cisco, Microsoft Certifications – multiple preferred
Prior Healthcare IT experience preferred
ConnectWise experience preferred
Experience supporting medical clients, EMR, and HIPAA understanding preferred

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 tracking time
Update technical documentation in 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
Ensuring all cases are followed up on in a timely manner
Provide timely updates to clients
Assist in training new employees