Hybrid Support Technician II – Savannah, GA

Position Summary

Location: Within commuting distance to Savannah, GA
Schedule: 2 days per week onsite with client in Savannah, GA
Salary: Up to $65,000

Key Responsibilities for IT Support Technician II

• 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

Advanced Technical Responsibilities

• Enterprise Desktop Management: Deliver comprehensive support for workstation hardware and software (Windows/Mac OS) and mobile devices, ensuring seamless operations for end users and proactively optimizing their experience.
• Office 365 Administration: Take ownership of Office 365 services, including advanced troubleshooting and management of SharePoint, OneDrive, and other collaboration tools, driving productivity across the organization.
• Advanced Support Ticket Resolution: Efficiently resolve and document complex support tickets using ConnectWise, maintaining a customer-focused approach across calls, chat, and email. Handle escalated issues that require deeper technical insight.
• Network & Security: Conduct advanced troubleshooting for network issues (DNS, DHCP, VPN), support firewall configuration, and ensure secure and reliable connectivity across multiple locations.
• Windows & Virtual Server Management: Manage Windows environments and virtual server infrastructures, performing tasks like advanced file permissions management, Active Directory administration, and supporting enterprise-level configurations.
• Healthcare Application Support & Vendor Management: Act as a key liaison for EMR/EHR vendor management, ensuring quick issue resolution and minimizing downtime for critical healthcare applications.
• User Training & Technology Mentorship: Deliver training sessions for end users, focusing on advanced IT tasks and best practices, while mentoring them to increase tech confidence and productivity.
• Team Leadership & Knowledge Sharing: Collaborate with teammates and mentor junior technicians, sharing expertise and fostering a culture of continuous learning and technical growth.
• Executive IT Support: Provide direct, high-level support to executive and senior leadership, ensuring their technology needs are met promptly and professionally with a focus on maintaining business continuity and efficiency.

Education & Experience Qualifications

• Minimum Education: High School Diploma or GED required.
• Certifications: CompTIA A+, Network+, Security+, Cisco, and Microsoft certifications preferred; relevant experience will be considered in lieu of specific certifications.
• Experience: 5+ years in a helpdesk or similar advanced technical role, required. Prior experience in a Managed Service Provider (MSP) environment is also 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.

Perks & Benefits

• Comprehensive Health Benefits: Including medical, dental, and vision coverage to keep you and your family well.
• 401K with Company Match: Start planning for your future with our competitive retirement savings plan.
• Generous Time Off: Enjoy 9 paid company holidays, 3 weeks of paid time off, plus an additional week of sick leave.
• Professional Growth: Take advantage of ongoing learning and development opportunities to advance your career.
• People-Focused Culture: Join a team that values work-life balance and a supportive, collaborative environment.

Additional Information

This role periodically requires onsite field work 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.