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IT Support Technician II - Weekend Daytime
Dedicated It - Boca Raton, FL
posted about 2 months ago
About the position
The IT Support Technician II position at Dedicated IT is a full-time role focused on providing technical support to users in the healthcare industry. This role involves managing support tickets, assisting clients with technology issues, and mentoring junior technicians. The position requires a customer-oriented individual who can solve problems creatively and efficiently, ensuring high-quality service delivery while working primarily in a remote capacity with occasional in-office shifts.
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 track time.
- Update technical documentation in the 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.
- Ensure all cases are followed up on in a timely manner.
- Provide timely updates to clients.
- Assist in training new employees.
Requirements
- High School Diploma/GED required.
- CompTIA A+, Network+, Security+, Cisco, Microsoft Certifications - multiple preferred + relevant experience.
- At least 2-3 years in a previous helpdesk or relevant advanced role, required.
- Prior MSP experience required.
- Prior Healthcare IT experience preferred.
- ConnectWise experience preferred.
- Experience supporting medical clients, EMR, and HIPAA understanding preferred.
Nice-to-haves
- Experience in Windows/Mac OS support.
- Intermediate to advanced experience supporting/troubleshooting workstation hardware, mobile devices, MFA, desk phones, printers, SharePoint, Active Directory, DNS/DHCP, firewall/VPN, and network infrastructure.
- Typing skills to ensure quick and accurate entry of service ticket details (50 WPM).
- Technical writing and documenting skills.
Benefits
- 401(k) matching
- Health insurance
- Opportunities for advancement
- Paid holidays
- Paid time off
