Hybrid IT Support Technician II - Sarasota County

Position Overview

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 have positioned us as an employer of choice in the Managed Services space. At Dedicated IT, we are invested in our employees – their professional and personal growth and success are top priorities.

Location: Sarasota County, FL - must live locally with ability to commute to client sites

Schedule: 8 AM - 5 PM, 9 AM - 6 PM EST, with potential for other shifts and onsite client visits 3 days per week in Bradenton or Port Charlotte

Salary: Up to $65,000

We are searching for a Level 2 Support Technician to join our Mid-Market Service divisions and play a pivotal role in our continued growth as we advance toward being one of the top 5 privately owned MSPs in the United States. If you would like to know more about Dedicated IT, please refer to our LinkedIn and Glassdoor pages.

Key Responsibilities

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

Required Qualifications

• Ability to solve problems without specific instructional guidance
• Observe daily activities to learn IT infrastructure methods and industry standards
• Assist clients with the installation of business line software and related services
• Train users in supported software and hardware
• Work with vendor support contacts to resolve technical issues with equipment and software
• Ability to explain technical information in simple terms
• Intermediate to advanced experience supporting/troubleshooting systems including:
• 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 routers, switches, and access points
• Understanding of support tools, techniques, and technologies used in client services
• Typing skills to ensure quick and accurate entry of service ticket details (minimum 50 WPM)
• Proficiency in technical writing and documentation
• High School Diploma/GED required
• Certifications: CompTIA A+, Network+, Security+, Cisco, and Microsoft Certifications are preferred along with relevant experience
• At least 2-3 years in a previous help desk or relevant advanced role
• Prior MSP experience required

Preferred Qualifications

• Prior Healthcare IT experience preferred
• ConnectWise experience preferred
• Experience supporting medical clients, including EMR and HIPAA understanding, is a plus

Benefits & Perks

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