Hybrid IT Support Technician II - Richmond, KY

Overview

Dedicated IT is a leading MSP (Managed Service Provider) with a niche focus on healthcare. We are recognized for growth and a people-centric culture, offering strong benefits and year-over-year expansion in the Managed Services space.

At Dedicated IT, we are invested in our employees with opportunities for career planning, advancement, education/certification reimbursement, work-life balance, and a people-focused culture.

For more about Dedicated IT, see the company profiles linked below:

Location: Richmond, KY 40475

Schedule: Hybrid schedule, average 1 day onsite per week with the client in Richmond. Possibility of evolving into a full-time onsite role.

Salary: $55,000 - $65,000

As a Support Technician at Dedicated IT, you’ll help healthcare businesses manage 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 and learn to manage technology at scale using modern tools and hardware.

Our Support Technician I’s are customer-focused problem-solvers who provide fast, effective technical support. You’ll be the first line of defense, handling calls, emails, and mentoring teammates, delivering creative solutions to technical challenges that impact daily operations.

• Collaborate: Leave your ego at the door. 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. Go above and beyond to deliver the right results.
• Dedicated: Model dedication, reliability, and responsibility. Rise to challenges, follow through, and improve interactions with clients, partners, and colleagues.
• Empathize: See things from different angles, care about others, listen actively to truly hear.

• Resolve client issues through support tickets and meet SLA requirements.
• Collaborate with clients, Service Delivery Manager, and Team Lead to ensure exceptional service.
• Address a range of issues from basic to complex as requested by end users.
• Document detailed notes, track time, and update technical documentation.
• Manage email tickets and escalate to Escalation Engineer when needed, with thorough notes and recommendations.
• Mentor teammates and train users on supported software and hardware.
• 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.

• Desktop Support: Provide comprehensive support for workstation hardware, software (Windows/macOS), and mobile devices, ensuring smooth day-to-day operations for end users.
• O365 Administration & Troubleshooting: Manage and troubleshoot Office 365 services, including SharePoint, One Drive, and other collaboration tools.
• Support Ticket Management: Resolve and document support tickets efficiently using Connect Wise; handle requests via calls, chat, and email with a customer-centric approach.
• Network & Connectivity: Perform basic troubleshooting for network issues (DNS, DHCP, VPN) and assist with firewall configurations for secure connectivity.
• Windows & Virtual Server Support: Support Windows environments and virtual servers, including file permissions and Active Directory administration.
• EMR/EHR Vendor Coordination: Serve as a liaison for EMR/EHR support through vendor management to resolve healthcare IT issues quickly.
• End-User Training & Mentorship: Provide training and mentorship to end users to enhance confidence and productivity.
• Team Collaboration & Mentorship: Collaborate with team members and mentor junior technicians.
• Executive Support & Professional Demeanor: Deliver responsive support to executive leadership with a professional demeanor.

• Minimum Education: High School Diploma or GED…