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Hybrid IT Support Technician II - Savannah, GA
Dedicated It - Savannah, GA
posted 3 months ago
About the position
The Hybrid IT Support Technician II role at Dedicated IT involves providing technical support primarily to healthcare clients. This position is crucial in managing technology, resolving client issues, and ensuring smooth operations within the healthcare IT environment. The technician will work in a hybrid setting, balancing remote work with occasional onsite client visits, and will be responsible for troubleshooting a variety of IT issues while mentoring junior team members.
Responsibilities
- 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 don't apply.
- Assist with software installations and vendor management for client support.
- Maintain timely case follow-up and keep clients updated.
- Collaborate on client projects with the vCIO and Onsite IT Engineer.
Requirements
- High School Diploma or GED required.
- 2-3 years in a helpdesk or similar advanced technical role required.
- Prior experience in a Managed Service Provider (MSP) environment is required.
- CompTIA A+, Network+, Security+, Cisco, and Microsoft certifications preferred; relevant experience may be considered in lieu of specific certifications.
- Previous experience in Healthcare IT is preferred, with familiarity in supporting medical clients, EMR systems, and HIPAA compliance.
- Experience with ConnectWise preferred; familiarity with troubleshooting medical software and equipment is a plus.
Nice-to-haves
- Experience with EMR/EHR systems.
- Familiarity with troubleshooting medical software and equipment.
Benefits
- Paid holidays
- Health insurance
- Dental insurance
- Paid time off
- Vision insurance
- 401(k) matching
- Opportunities for advancement
