Apply on Employer Site

Dedicated IT · 2 months ago

IT Support Technician II - Palm Beach Gardens, FL

Palm Beach Gardens, FL

Full-time

Hybrid

Entry, Mid Level

$65K/yr - $65K/yr

2+ years exp

Dedicated IT is a leading Managed Service Provider focused on healthcare. They are seeking multiple Level 2 Support Technicians to provide technical support to clients, manage technology, and assist with day-to-day support needs in a dynamic environment.

Cloud Data ServicesCyber SecurityData CenterInformation ServicesInformation Technology

Comp. & Benefits

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

CompTIA A+Network+Security+Windows/Mac OSActive DirectoryVendor ManagementHealthcare ITTechnical WritingCustomer ServiceTraining SkillsProblem SolvingTeam Collaboration

Required

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

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