Dedicated IT · 1 week ago
Hybrid IT Support Technician II - Sarasota County
Sarasota, FL
Full-time
Hybrid
Entry, Mid Level
2+ years expDedicated IT is a leading MSP with a focus on healthcare, seeking multiple Level 2 Support Technicians to join their team. The role involves providing technical support to users, managing support tickets, and mentoring junior technicians while ensuring high-quality service delivery.
Cloud Data ServicesCyber SecurityData CenterInformation ServicesInformation Technology
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 tracking 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
Ensuring all cases are followed up on in a timely manner
Provide timely updates to clients
Assist in training new employees
Qualification
Required
High School Diploma/GED required
At least 2-3 years in a previous help desk or relevant advanced role, required
Prior MSP experience 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
Preferred
Prior Healthcare IT experience preferred
ConnectWise experience preferred
Experience supporting medical clients, EMR, and HIPAA understanding preferred
Certifications: CompTIA A+, Network+, Security+, Cisco, Microsoft Certifications – multiple preferred + relevant experience
Benefits
Comprehensive Benefits Package
401K plus company match
9 paid company holidays
3 weeks PTO + 1 week sick leave
Opportunities for growth & development
Company
Dedicated IT
Dedicated IT offers managed IT, data protection, cybersecurity, cloud & data services, and IT consultancy services.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
A
Aaron Underhill
Chief Executive Officer
Company data provided by crunchbase