IT Support Technician II - Palm Beach Gardens, FL

Position Summary

Location: West Palm Beach, FL
Schedule: 8 AM - 5 PM, 9 AM - 6 PM EST, other shifts potentially available. Hybrid schedule available after 90 days
Salary: $55,000 – $65,000 / year

Functions of Support Technician - Level 2

• 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 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

Technical Skills Required

• Ability to solve problems without specific instructional guidance
• Observe daily activities to learn overall IT Infrastructure, methods, and industry standards
• Assist clients with the installation of business line software and related services
• Train users in supported software & hardware
• Work with vendor support contacts to resolve technical problems with Equipment & software
• Ability to explain technical information in simple terms
• Intermediate to advanced experience supporting/troubleshooting:
• Workstation hardware
• Windows/Mac OS
• Mobile devices
• MFA
• Desk phones and headsets
• Printers/Scanners
• SharePoint/OneDrive/365
• Active Directory
• DNS/DHCP
• NTFS/File permissions
• Firewall/VPN
• Network Infrastructure including R&S and APs/WAPs
• Understanding of support tools, techniques, and technology used to provide client services
• Typing skills to ensure quick and accurate entry of service ticket details
• 50 WPM
• Technical Writing and Documenting

Education/Experience Qualifications

• High School Diploma/GED required.
• Certifications: CompTIA A+, Network+, Security+, Cisco, Microsoft Certifications – multiple preferred + relevant experience
• At least 2-3 years in a previous help desk 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

Perks

• Comprehensive Benefits Package
• 401K plus company match
• 9 paid company holidays
• 3 weeks PTO + 1 week sick leave
• Opportunities for growth & development

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.