IT Support Technician II - Palm Beach Gardens FL

Dedicated IT

Dedicated IT is a leading MSP (Managed Service Provider) with a niche focus on healthcare. Named #33 on CRNs 2022 Fast Growth 150 List we are a household name in Healthcare IT. Our peoplecentric 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 peoplefocused culture.

We are searching for multiple Level 2 Support Technicians to augment our MidMarket and SMB Service divisions and play a pivotal role in continued growth as we advance as to being a top 5 privately owned (non private equity backed) MSPs in the United States.

If you would like to know more about Dedicated IT click the links below:

Position Summary
Location: West Palm Beach FL
Schedule: 8 AM 5 PM 10 AM 7 PM other shifts potentially available. 3/2 Hybrid schedule available after 90 days

Support Technicians help businesses manage their technology support their employees and respond to daytoday 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 IIs are customeroriented individuals that provide technical support to users efficiently and accurately. They primarily focus on fielding all incoming calls and assisting with emailed tickets as needed as well as assisting and mentoring ST1. Support Technician IIs are considered DITs core technical team that support a large variety of clients solving their technical problems through creative problem solving.

We Are Looking for Candidates That Embody Our Core Values:
Collaborate: Leave your ego at the door. None of us is as smart as all of us. Collaboration propels us toward our common goals in a way that benefits the company its people and its clients.
Own: Take extreme ownership of your role and establish yourself as the goto person in your position. Go above and beyond to deliver the right results: when you think sending an email is enough pick up the phone and CALL.
Dedicated: Model dedication reliability and responsibility. Rise to challenges follow through improve interpersonal experiences with clients partners and colleagues. Position yourself to be the most dedicated on your team every day.
Empathize: See things from different angles and place yourself in others shoes. Display genuine interest in care and concern for our clients partners and colleagues in every interaction. Observe with the intent to learn and actively listen with the intent to truly hear.

Functions of Support Technician Level 2
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 Is
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 enduser
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

Technical Skills Required
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:
oWorkstation hardware
oWindows/Mac OS
oMobile devices
oMFA
oDesk phones and headsets
oPrinters/Scanners
oSharePoint/OneDrive/365
oActive Directory
oDNS/DHCP
oNTFS/File permissions
oFirewall/VPN
o 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
o50 WPM
Technical Writing and Documenting


Education/Experience Qualifications
High School Diploma/GED required.
Certifications: CompTIA A Network Security Cisco Microsoft Certifications multiple preferred relevant experience
At least 23 years in a previous helpdesk or relevant advanced role required.
Prior MSP experience required
Prior Healthcare IT experience preferred
ConnectWise experiencepreferred
Experience supporting medical clients EMR and HIPAA understandingpreferred

Perks:
Comprehensive Benefits Package
401K plus company match
9 paid company holidays
3 weeks PTO 1 week sick leave
Opportunities for growth & development

Thanks for your interest in Dedicated IT!

Equal Employment Opportunity: Dedicated IT is committed to providing equal employment opportunities in all employment practices without regard to race color religion sex national origin citizenship status marital status age veterans status disability sexual orientation or any other characteristic protected by law.