Hybrid IT Support Technician II - Bozeman, MT

Position Summary

Location: Bozeman, MT
Schedule: Hybrid schedule, 2 half-days per week onsite and the rest of the week from home
Salary: $60,000-$75,000

Functions of a Support Technician - Level 2

• Handle support tickets and resolve client issues within SLA requirements
• Field incoming calls and assist with emailed tickets as needed
• Collaborate with clients, the Service Delivery Manager, Team Lead, Escalation Engineer, and POD teammates 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 appropriate system
• Own and work email tickets when not answering calls or when requested
• Escalate requests or tickets with detailed notes, attempted remediations, and recommended next steps
• Train, mentor, and assist Support Technician I teammates
• Identify possible major incidents and notify the Team Lead or Service Delivery Manager immediately
• Find alternative workarounds when established procedures do not resolve the issue
• Train users on supported software and hardware
• Aid clients with business line software installation and related infrastructure or end-user services
• Coordinate with vendors for client-related support ticket resolution
• Ensure all cases are followed up on in a timely manner
• Provide timely and professional updates to clients
• Assist in training new employees
• Collaborate on client projects with fCIO and POD teammates
• Periodically visit the Bozeman client site to assist with hands-on support needs, hardware troubleshooting, equipment setup, vendor coordination, and client-facing technical support

Key Responsibilities & Technical Requirements

• Desktop Support: Provide support for workstation hardware, Windows/Mac OS, mobile devices, desk phones, headsets, printers, scanners, and common end-user technology.
• Microsoft 365 Administration & Troubleshooting: Support SharePoint, OneDrive, Microsoft 365, MFA, and related collaboration tools.
• Support Ticket Management: Resolve and document support tickets efficiently, with clear notes, accurate time tracking, and strong client communication.
• Network & Connectivity: Troubleshoot DNS, DHCP, VPN, firewall connectivity, routing and switching basics, and wireless access points.
• Windows & Server Support: Support Windows environments, virtual servers, Active Directory, NTFS permissions, file permissions, and related infrastructure needs.
• Healthcare Application Support: Assist with medical client environments, EMR/EHR application support, vendor coordination, and HIPAA-aware support practices.
• End-User Training & Mentorship: Train users on supported hardware and software while helping junior technicians grow through mentoring and knowledge sharing.
• Executive Support & Professional Demeanor: Provide responsive, professional support to executive and senior leadership users when needed.
• Onsite Client Support: Periodically visit the Bozeman client site to assist with hands-on support needs, hardware troubleshooting, equipment setup, vendor coordination, and client-facing technical support.

Education & Experience Qualifications

• High School Diploma or GED required
• 2-3 years in a previous helpdesk or relevant advanced technical role required
• Prior Managed Service Provider (MSP) experience required
• Prior Healthcare IT experience preferred
• ConnectWise experience preferred
• Experience supporting medical clients, EMR systems, and HIPAA-aware environments preferred
• Certifications preferred: CompTIA A+, Network+, Security+, Cisco, Microsoft certifications, or equivalent relevant experience

Perks & Benefits

• Comprehensive benefits package
• 401K plus company match
• 9 paid company holidays
• 3 weeks PTO plus 1 week sick leave
• Opportunities for growth and development
• People-focused culture with a supportive, collaborative team environment

Additional Information

This role periodically requires onsite fieldwork involving physical activity, including bending, kneeling, and crouching, as well as lifting, carrying, pushing, and pulling equipment weighing 60 pounds or more. Additional requirements may include safely climbing ladders, working at elevated heights, and standing or walking for extended durations in various client settings. These requirements represent the essential physical functions of the position and may be performed with or without reasonable accommodation.

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, veteran’s status, disability, sexual orientation, or any other characteristic protected by law.