Hybrid IT Support Technician II - Richmond, KY

Richmond, KY

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.

Location:

Richmond, KY Zip Code: 40475

Schedule:

Hybrid schedule, 1 day per week average onsite time with client in Richmond. Possibility of evolving into full‑time onsite role.

Salary: $60,000 – $70,000

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. As the frontline of Dedicated IT, you’ll help a diverse range of clients with creative solutions to technical challenges—making a real impact in their daily operations.

• 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.
• Dedicated: 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.

• 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 elevate 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 CIO and POD teammates.

• Desktop Support: Provide comprehensive support for workstation hardware, software (Windows/Mac OS), and mobile devices, ensuring seamless day‑to‑day operations for end users.
• O365 Administration & Troubleshooting: Manage and troubleshoot Office 365 services, including SharePoint, One Drive, and other collaboration tools, to enhance team productivity.
• Support Ticket Management: Resolve and document support tickets efficiently using Connect Wise, handling support…