IT Field Support Technician II - Fort Lauderdale
Company: Dedicated IT
Location: Fort Lauderdale
Posted on: April 23, 2024
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Job Description:
Dedicated IT
Dedicated IT is a leading MSP (Managed Service Provider) with a
niche focus on healthcare. Named #33 on CRN's 2022 Fast Growth 150
List, we are a household name in Healthcare IT. Our people-centric
culture, amazing benefits and substantial year over year growth has
positioned us as an employer of choice in the Managed Services
space.
At Dedicated IT, we are invested in our employees. Their goals,
growth, and success (both professional and personal) are a top
priority. We offer career planning, career advancement opportunity,
education/certification reimbursement, work/life balance, great
benefits, and a people-focused culture.
We are searching for a Level 2 Support Technician to augment our
Mid-Market Service division and play a pivotal role in continued
growth as we advance as one of the top 5 privately owned (non-
private equity backed) MSPs in the United States.
If you would like to know more about Dedicated IT, click the links
below:
https://www.linkedin.com/compa...
https://www.glassdoor.com/Revi...
Position Summary
Location: Client offices are distributed between South Boca and
Hialeah, FL
Schedule: 8-5 Monday - Friday. Onsite field work on an as-needed
basis. 2 days a week in-office in WPB when no field work is needed.
Expected 2-3 days per week onsite/in West Palm office with
remaining days spent working remotely
Salary: $55,000 - $65,000
Support Technicians help businesses manage their technology,
support their employees, and respond to day-to-day support needs.
Working in the Dedicated IT Service Desk provides an experience of
learning and managing systems of all shapes and sizes across the
healthcare industry. Employees can expect to be equipped with
modern hardware, tools that automate the ability to deliver an
amazing experience, and systems that level up skills and
experience.
Support Technician II's are customer-oriented individuals that
provide technical support to users efficiently and accurately. They
primarily focus on fielding all incoming calls and assisting with
e-mailed tickets as needed, as well as assisting and mentoring ST1.
Support Technician II's are considered DIT's core technical team
that support a large variety of clients, solving their technical
problems through creative problem solving.
We Are Looking for Candidates That Embody Our Core Values:
--- Collaborate- Leave your ego at the door. None of us is as smart
as all of us. Collaboration propels us toward our common goals in a
way that benefits the company, its people, and its clients.
--- Own - Take extreme ownership of your role and establish
yourself as the go-to person in your position. Go above and beyond
to deliver the right results: when you think sending an email is
enough, pick up the phone and CALL.
--- Dedicate - Model dedication, reliability, and responsibility.
Rise to challenges, follow through, improve interpersonal
experiences with clients, partners, and colleagues. Position
yourself to be the most dedicated on your team every day.
--- Empathize - See things from different angles and place yourself
in others' shoes. Display genuine interest in, care and concern for
our clients, partners, and colleagues in every interaction. Observe
with the intent to learn and actively listen with the intent to
truly hear.
Functions of Support Technician - Level 2
--- Handle support tickets and work to resolve client issues within
SLA times
--- Work with client, 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 Technical 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 project work
--- 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:
oWorkstation hardware
oWindows/Mac OS
oMobile devices
oMFA
oDesk phones and headsets
oPrinters/Scanners
oSharePoint/OneDrive/365
oActive Directory
oDNS
oDHCP
oNTFS/File permissions
oFirewall/Networking/VPN
--- Understanding of support tools, techniques, and technology used
to provide client services
--- Typing skills to ensure quick and accurate entry of service
ticket details
o50 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 helpdesk 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:
--- Health Benefits
--- 401K plus company match
--- 8 paid company holidays
--- Unlimited PTO
--- Opportunities for growth & development
Thanks for your interest in Dedicated IT!
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.
Keywords: Dedicated IT, Davie , IT Field Support Technician II - Fort Lauderdale, Professions , Fort Lauderdale, Florida
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