Hybrid IT Support Technician II

at Dedicated IT

• Job title: IT Support Technician II
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: $55,000 - $65,000 per year
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Richmond, United States

About the role

• Support Technician helping healthcare clients with IT technology and support. Providing hands-on experience in service desk operations and client management.

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

• Minimum Education: High School Diploma or GED required.
• Certifications: CompTIA A+, Network+, Security+, Cisco, and Microsoft certifications preferred; relevant experience may be considered in lieu of specific certifications.
• Experience: 2-3 years in a helpdesk or similar advanced technical role, required. Prior experience in a Managed Service Provider (MSP), 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.

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 8 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