IT Support Technician II - Palm Beach Gardens, FL

As a Support Technician II at Dedicated IT, you’ll be at the heart of helping businesses in the healthcare industry manage their technology, support their teams, and respond to day-to-day needs. Working in our Service Desk, you’ll gain hands-on experience with a wide variety of systems, learning to manage technology at all scales. Equipped with modern tools and cutting-edge hardware common to the Enterprise clientele we partner with, you’ll have what you need to deliver an exceptional support experience while continually developing your technical skills. Our Support Technician IIs are customer-focused problem-solvers who provide fast, effective technical support. You’ll be the first line of defense, fielding incoming calls, tackling e-mailed tickets, and offering mentorship to your teammates.

Responsibilities

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

Requirements

Provide comprehensive support for workstation hardware, software (Windows/Mac OS), and mobile devices; Manage and troubleshoot Office 365 services, including SharePoint, OneDrive, and other collaboration tools; Resolve and document support tickets efficiently using ConnectWise, handling support requests via calls, chat, and email; Perform basic troubleshooting for network issues (DNS, DHCP, VPN) and assist with firewall configurations; Support Windows environments and virtual servers, managing tasks such as file permissions, Active Directory administration; Serve as a liaison for EMR/EHR support through vendor management; Provide training and mentorship to end users; Collaborate with team members and offer mentorship to junior technicians; Deliver top-notch, responsive support to executive and senior leadership; High School Diploma or GED required; 2-3 years in a helpdesk or similar advanced technical role required; Prior experience in a Managed Service Provider (MSP) required

Nice to have

CompTIA A+, Network+, Security+, Cisco, and Microsoft certifications; relevant experience may be considered in lieu of specific certifications; prior experience in Healthcare IT; familiarity with supporting medical clients, EMR systems, and HIPAA compliance; experience with ConnectWise; familiarity with troubleshooting medical software and equipment

Benefits

Comprehensive health benefits including medical, dental, and vision coverage; 401K with company match (4%); 8 paid company holidays; 3 weeks of paid time off; additional week of sick leave; professional growth and development opportunities; people-focused culture; career planning; career advancement opportunity; education/certification reimbursement; work/life balance