Hybrid IT Support Technician II - 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.

If you would like to know more about Dedicated IT, click the links below: 

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As a Support Technician 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 I's 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.

• →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 

• →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, OneDrive, and other collaboration tools, to enhance team productivity.
• →Support Ticket Management: Resolve and document support tickets efficiently using ConnectWise, handling support 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 to ensure secure and reliable connectivity.
• →Windows & Virtual Server Support: Support Windows environments and virtual servers, managing tasks such as file permissions, Active Directory administration, and more.
• →EMR/EHR Vendor Coordination: Serve as a liaison for EMR/EHR support through vendor management, ensuring quick and effective issue resolution for critical healthcare applications.
• →End-User Training & Mentorship: Provide training and mentorship to end users, guiding them through common IT tasks and promoting best practices to enhance their tech confidence and productivity.
• →Team Collaboration & Mentorship: Collaborate with team members and offer mentorship to junior technicians, sharing knowledge and promoting a culture of continuous learning and growth.
• →Executive Support & Professional Demeanor: Deliver top-notch, responsive support to executive and senior leadership with a poised, professional demeanor, ensuring their tech needs are handled promptly and efficiently. 

• 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.

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.