Hybrid IT Support Technician II - Richmond, KY

Position Summary

Location: Richmond, KY Zip Code: 40475
Schedule: Hybrid schedule, 1 day per week average onsite time with client in Richmond.
Salary: $60,000 - $70,000

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 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 fCIO and POD Teammates

Technical Requirements

• Desktop Support: Provide comprehensive support for workstation hardware, software (Windows/Mac OS), and mobile devices, ensuring seamless day-to-day 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 customer-centric 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.
• End-User 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 top-notch, 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: 2-3 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.