IT Support Technician II - Palm Beach Gardens, FL

Dedicated IT•Palm Beach, FL

26d•Hybrid

About The Position

Dedicated IT is a leading MSP (Managed Service Provider) with a niche focus on healthcare. Named #33 on CRN’s 2022 Fast Growth 150 List, we are a household name in Healthcare IT. Our people-centric culture, amazing benefits and substantial year over year growth has positioned us as an employer of choice in the Managed Services space. At Dedicated IT, we are invested in our employees. Their goals, growth, and success (both professional and personal) are a top priority. We offer career planning, career advancement opportunity, education/certification reimbursement, work/life balance, great benefits, and a people-focused culture. Support Technicians help our clients manage their technology, support their employees, and respond to day-to-day support needs. Working in the Dedicated IT Service Desk provides an experience of learning and managing systems of all shapes and sizes across the healthcare industry. Employees can expect to be equipped with modern hardware, tools that automate the ability to deliver an amazing experience, and systems that level up skills and experience. Support Technician II’s are customer-oriented individuals that provide technical support to users efficiently and accurately. They primarily focus on fielding all incoming calls and assisting with e-mailed tickets as needed, as well as assisting and mentoring ST1. Support Technician II's are considered DIT’s core technical team that support a large variety of clients, solving their technical problems 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 + relevant experience
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