Dedicated IT
IT Support Technician II Fort Lauderdale FL
Dedicated IT, Fort Lauderdale, Florida, us, 33336
Overview
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.
Position Summary Location: Fort Lauderdale, FL Schedule: 7 AM to 4 PM or 10 AM to 7 PM, hybrid schedule after 30 days Salary: $55,000 - $65,000
Responsibilities 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.
Handling support tickets and working to resolve client issues within SLA times
Working with client, Service Delivery Manager, and Team Lead to provide top quality service
Working on a variety of basic to complex issues requested by end users
Creating tickets, documenting detailed notes, and accurately tracking time
Updating technical documentation in the system
Owning and working email tickets when not answering calls or when requested
Escalate requests or tickets to next appropriate technical level
Training/mentoring and assisting Support Technician I’s
Identifying possible Major Incidents and notifying your manager immediately
Finding alternative workarounds to problems when established procedures fail
Train users in supported software & hardware
Assist users with the installation of business line software
Vendor management for client related support ticket resolution
Ensuring all tickets are followed up on in a timely manner
Provide time updates to the POCs
Assisting in project work
Assisting 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:
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/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 (50 WPM)
Technical Writing and Documenting
Education/Experience Qualifications
High School Diploma/GED required
Strong understanding of Group Policy required
Prior Legal IT experience preferred
Experience with legal applications preferred. ProLaw, Matter Expert, Clio
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
ConnectWise Manage experience preferred
Perks
Health Benefits
401K plus company match
9 paid company holidays
Comprehensive Vacation Package
Opportunities for growth & development
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.
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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.
Position Summary Location: Fort Lauderdale, FL Schedule: 7 AM to 4 PM or 10 AM to 7 PM, hybrid schedule after 30 days Salary: $55,000 - $65,000
Responsibilities 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.
Handling support tickets and working to resolve client issues within SLA times
Working with client, Service Delivery Manager, and Team Lead to provide top quality service
Working on a variety of basic to complex issues requested by end users
Creating tickets, documenting detailed notes, and accurately tracking time
Updating technical documentation in the system
Owning and working email tickets when not answering calls or when requested
Escalate requests or tickets to next appropriate technical level
Training/mentoring and assisting Support Technician I’s
Identifying possible Major Incidents and notifying your manager immediately
Finding alternative workarounds to problems when established procedures fail
Train users in supported software & hardware
Assist users with the installation of business line software
Vendor management for client related support ticket resolution
Ensuring all tickets are followed up on in a timely manner
Provide time updates to the POCs
Assisting in project work
Assisting 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:
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/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 (50 WPM)
Technical Writing and Documenting
Education/Experience Qualifications
High School Diploma/GED required
Strong understanding of Group Policy required
Prior Legal IT experience preferred
Experience with legal applications preferred. ProLaw, Matter Expert, Clio
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
ConnectWise Manage experience preferred
Perks
Health Benefits
401K plus company match
9 paid company holidays
Comprehensive Vacation Package
Opportunities for growth & development
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.
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