Hybrid Support Technician II – Savannah, GA

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 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.

• →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 vCIO and Onsite IT Engineer 

• →Enterprise Desktop Management: Deliver comprehensive support for workstation hardware and software (Windows/Mac OS) and mobile devices, ensuring seamless operations for end users and proactively optimizing their experience.
• →Office 365 Administration: Take ownership of Office 365 services, including advanced troubleshooting and management of SharePoint, OneDrive, and other collaboration tools, driving productivity across the organization.
• →Advanced Support Ticket Resolution: Efficiently resolve and document complex support tickets using ConnectWise, maintaining a customer-focused approach across calls, chat, and email. Handle escalated issues that require deeper technical insight.
• →Network & Security: Conduct advanced troubleshooting for network issues (DNS, DHCP, VPN), support firewall configuration, and ensure secure and reliable connectivity across multiple locations.
• →Windows & Virtual Server Management: Manage Windows environments and virtual server infrastructures, performing tasks like advanced file permissions management, Active Directory administration, and supporting enterprise-level configurations.
• →Healthcare Application Support & Vendor Management: Act as a key liaison for EMR/EHR vendor management, ensuring quick issue resolution and minimizing downtime for critical healthcare applications.
• →User Training & Technology Mentorship: Deliver training sessions for end users, focusing on advanced IT tasks and best practices, while mentoring them to increase tech confidence and productivity.
• →Team Leadership & Knowledge Sharing: Collaborate with teammates and mentor junior technicians, sharing expertise and fostering a culture of continuous learning and technical growth.
• →Executive IT Support: Provide direct, high-level support to executive and senior leadership, ensuring their technology needs are met promptly and professionally with a focus on maintaining business continuity and efficiency.

• Minimum Education: High School Diploma or GED required.
• Certifications: CompTIA A+, Network+, Security+, Cisco, and Microsoft certifications preferred; relevant experience will be considered in lieu of specific certifications.
• Experience: 5+ years in a helpdesk or similar advanced technical role, required. Prior experience in a Managed Service Provider (MSP) environment is also 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.