IT Support Technician II
Dedicated IT
full-time
Posted on:
Location Type: Hybrid
Location: Richmond • Kentucky • United States
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Salary
💰 $55,000 - $65,000 per year
About the role
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
troubleshootingtechnical documentationsoftware installationvendor managementtime trackingissue resolutionworkaroundsclient supportSLA managementEMR systems
Soft Skills
collaborationmentoringcommunicationproblem-solvingtime managementclient relationship managementattention to detailescalation managementtrainingincident identification
Certifications
CompTIA A+CompTIA Network+CompTIA Security+Cisco certificationsMicrosoft certifications