Hybrid IT Support Technician II - Raleigh, NC

Join Our Growing Team at Dedicated IT Leaders in Healthcare IT!

At Dedicated IT were more than a Managed Service Providerwere healthcares trusted IT partner. Proudly ranked #33 on CRNs 2022 Fast Growth 150 List weve established ourselves as a household name in Healthcare IT. With our peoplecentric culture competitive benefits and consistent yearoveryear growth were known as an employer of choice in the Managed Services world.

We believe in investing in our team. That means prioritizing your professional AND personal success through career development advancement opportunities certification support and worklife balance. Here youll find a supportive environment that celebrates growth and innovation.

As we continue to rise as one of the top 5 privatelyowned MSPs in the U.S. were looking for a Level 2 Support Technician to join our MidMarket Service division. In this role youll have a direct impact on our mission and help shape the future of healthcare technology.

Ready to advance your career with a leader in Healthcare IT Apply today and lets build the future of healthcare together!

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

Summary
Location: Raleigh NC
Schedule: Hybrid schedule 1 day per week average onsite time with client in Raleigh. Possibility of evolving into fulltime onsite role
Salary: $55000 $65000

As a Support Technician at Dedicated IT youll be at the heart of helping businesses in the healthcare industry manage their technology support their teams and respond to daytoday needs. Working in our Service Desk youll gain handson experience with a wide variety of systems learning to manage technology at all scales. Equipped with modern tools and cuttingedge hardware common to the Enterprise clientele we partner with youll have what you need to deliver an exceptional support experience while continually developing your technical skills.

Our Support Technician IIs are customerfocused problemsolvers who provide fast effective technical support. Youll be the first line of defense fielding incoming calls tackling emailed tickets and offering mentorship to your teammates. As the frontline of Dedicated IT youll help a diverse range of clients with creative solutions to technical challengesmaking a real impact in their daily operations.

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.

Key Responsibilities for Support Technician Level 2

• Resolve client issues through support tickets meeting SLA requirements.
• Collaborate with clients Service Delivery Manager and Team Lead to ensure exceptional service.
• Tackle a range of issues from basic to complex as requested by end users.
• Document detailed notes track time accurately and update technical documentation.
• Manage email tickets and escalate to Escalation Engineer when needed providing thorough notes and recommendations.
• Mentor teammates and train users on supported software and hardware.
• Quickly identify and communicate potential major incidents to the Team Lead.
• Troubleshoot and create workarounds when standard procedures dont apply.
• Assist with software installations and vendor management for client support.
• Maintain timely case followup and keep clients updated.
• Collaborate on client projects with the fCIO and POD Teammates

Key Responsibilities & Technical Requirements:

• Desktop Support: Provide comprehensive support for workstation hardware software (Windows/Mac OS) and mobile devices ensuring seamless daytoday operations for end users.
• O365 Administration & Troubleshooting: Manage and troubleshoot Office 365 services including SharePoint OneDrive and other collaboration tools to enhance team productivity.
• Support Ticket Management: Resolve and document support tickets efficiently using ConnectWise handling support requests via calls chat and email with a customercentric approach.
• Network & Connectivity: Perform basic troubleshooting for network issues (DNS DHCP VPN) and assist with firewall configurations to ensure secure and reliable connectivity.
• Windows & Virtual Server Support: Support Windows environments and virtual servers managing tasks such as file permissions Active Directory administration and more.
• EMR/EHR Vendor Coordination: Serve as a liaison for EMR/EHR support through vendor management ensuring quick and effective issue resolution for critical healthcare applications.
• EndUser Training & Mentorship: Provide training and mentorship to end users guiding them through common IT tasks and promoting best practices to enhance their tech confidence and productivity.
• Team Collaboration & Mentorship: Collaborate with team members and offer mentorship to junior technicians sharing knowledge and promoting a culture of continuous learning and growth.
• Executive Support & Professional Demeanor: Deliver topnotch responsive support to executive and senior leadership with a poised professional demeanor ensuring their tech needs are handled promptly and efficiently.

Education & Experience Qualifications

• Minimum Education: High School Diploma or GED required.
• Certifications: CompTIA A Network Security Cisco and Microsoft certifications preferred; relevant experience may be considered in lieu of specific certifications.
• Experience: 23 years in a helpdesk or similar advanced technical role required. Prior experience in a Managed Service Provider (MSP) required.
• Healthcare IT Experience: Previous experience in Healthcare IT is preferred with familiarity in supporting medical clients EMR systems and HIPAA compliance.
• Technical Proficiency: Experience with ConnectWise preferred; familiarity with troubleshooting medical software and equipment is a plus.

Perks & Benefits

• Comprehensive Health Benefits: Including medical dental and vision coverage to keep you and your family well.
• 401K with Company Match: Start planning for your future with our competitive retirement savings plan.
• Generous Time Off: Enjoy 8 paid company holidays 3 weeks of paid time off plus an additional week of sick leave.
• Professional Growth: Take advantage of ongoing learning and development opportunities to advance your career.
• PeopleFocused Culture: Join a team that values worklife balance and a supportive collaborative environment.

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.