Position Summary

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: $55,000 - $65,000

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.

We Are Looking for Candidates That Embody Our Core Values:
• 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.

Key Responsibilities for Support Technician - Level 2

• 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 

Key Responsibilities & Technical Requirements:

• 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. 

Education & Experience Qualifications

• 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.

Perks & 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
  
  

This role periodically requires onsite field work involving physical activity, including bending, kneeling, and crouching, as well as lifting, carrying, pushing, and pulling equipment weighing 60 pounds or more. Additional requirements may include safely climbing ladders, working at elevated heights, and standing or walking for extended durations in various client settings. These requirements represent the essential physical functions of the position and may be performed with or without reasonable accommodation.

Position Summary 

Location: West Palm Beach, FL 
Schedule: 8 AM - 5 PM, 9 AM - 6 PM EST, other shifts potentially available. 3/2 Hybrid schedule available after 90 days
Salary: $55,000 – $65,000 / year

Support Technicians help our clients manage their technology, support their employees, and respond to day-to-day support needs. Working in the Dedicated IT Service Desk provides an experience of learning and managing systems of all shapes and sizes across the healthcare industry. Employees can expect to be equipped with modern hardware, tools that automate the ability to deliver an amazing experience, and systems that level up skills and experience.

Support Technician II’s are customer-oriented individuals that provide technical support to users efficiently and accurately. They primarily focus on fielding all incoming calls and assisting with e-mailed tickets as needed, as well as assisting and mentoring ST1.  Support Technician II's are considered DIT’s core technical team that support a large variety of clients, solving their technical problems through creative problem solving.

We Are Looking for Candidates That Embody Our Core Values:
• 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.

Functions of Support Technician - Level 2
• Handle support tickets and work to resolve client issues within SLA times
• Work with team, Service Delivery Manager, and Team Lead to provide top quality service
• Work on a variety of basic to complex issues requested by end users 
• Create tickets, document detailed notes, and accurately tracking time 
• Update technical documentation in system
• Own and work email tickets when not answering calls or when requested 
• Escalate requests or tickets to Team Lead with detailed notes of attempted remediations and recommended solutions 
• Train/Mentor and Assist Support Technician I's
• Identify possible Major Incidents and notify Team Lead/Service Delivery Manager immediately  
• Find alternative workarounds to problems when established procedures fail 
• Train users in supported software & hardware 
• Assist clients with the installation of business line software and related services for infrastructure or end-user
• Vendor management for client related support ticket resolution 
• Ensuring all cases are followed up on in a timely manner
• Provide timely updates to clients
• Assist in training new employees 

Technical Skills Required 
• Ability to solve problems without specific instructional guidance 
• Observe daily activities to learn overall IT Infrastructure, methods, and industry standards 
• Assist clients with the installation of business line software and related services 
• Train users in supported software & hardware  
• Work with vendor support contacts to resolve technical problems with Equipment & software 
• Ability to explain technical information in simple terms 
• Intermediate to advanced experience supporting/troubleshooting:
o Workstation hardware 
o Windows/Mac OS 
o Mobile devices 
o MFA 
o Desk phones and headsets 
o Printers/Scanners 
o SharePoint/OneDrive/365 
o Active Directory 
o DNS/DHCP 
o NTFS/File permissions 
o Firewall/VPN
o Network Infrastructure including R&S and APs/WAPs
• Understanding of support tools, techniques, and technology used to provide client services
• Typing skills to ensure quick and accurate entry of service ticket details
o 50 WPM
• Technical Writing and Documenting 


Education/Experience Qualifications 
• High School Diploma/GED required.
• Certifications: CompTIA A+, Network+, Security+, Cisco, Microsoft Certifications – multiple preferred + relevant experience
• At least 2-3 years in a previous help desk or relevant advanced role, required.  
• Prior MSP experience required
• Prior Healthcare IT experience preferred
• ConnectWise experience preferred
• Experience supporting medical clients, EMR, and HIPAA understanding preferred

Perks:
• Comprehensive Benefits Package
• 401K plus company match
• 9 paid company holidays
• 3 weeks PTO + 1 week sick leave 
• Opportunities for growth & development

Position Summary
Location: Vero Beach, FL
Schedule: Full-time onsite at client office
Salary: $65,000 – $80,000 / year

Onsite IT Engineer – Empower Healthcare with Advanced Technology Solutions

Are you passionate about technology and ready to make a real impact in the healthcare sector? Join us as an Onsite IT Engineer, where you’ll work hands-on with enterprise-class systems, tackling advanced projects that drive our mid-market healthcare clients forward.

In this role, you’ll have access to state-of-the-art hardware, powerful automation tools, and resources to help you deliver exceptional technical support. You’ll work directly with users onsite, offering fast and effective solutions, and partner with client executives on both short- and long-term IT strategies. Your presence will ensure our clientele feel supported, no matter where they’re located.

Our Onsite IT Engineers are the face of our company, driving client success through innovative problem-solving and impactful solutions. If you’re excited about taking on infrastructure projects and developing your expertise, we’d love to hear from you!

We Are Looking for Candidates That Embody Our Core Values:
• 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.

Functions of the Onsite IT Engineer: 

• Provide prompt and effective support for end-user issues, ensuring timely resolution and tracking progress within SLA times.
• Collaborate closely with clients, Service Delivery Managers, and teammates to deliver high-quality service and foster a positive user experience.
• Lead and participate in various infrastructure improvement projects, contributing to enhanced system performance and user satisfaction.
• Maintain accurate documentation, create detailed support tickets, and log activities for efficient tracking and reporting.
• Offer hands-on support to executive teams, assisting with technology needs and strategic IT planning.
• Escalate complex issues to senior technical teams with comprehensive documentation of troubleshooting steps and recommendations.
• Act as the Subject Matter Expert (SME) for assigned clients, providing guidance and mentorship to team members as needed.
• Proactively identify and report potential major incidents, ensuring timely communication with the Service Delivery Manager.
• Develop and deliver end-user training on supported software and hardware, improving user confidence and system adoption.
• Assist with the installation and configuration of client-specific software and infrastructure, coordinating with vendors when necessary.
• Support Professional Services and Account Management teams by testing new environment configurations and providing valuable feedback.

Advanced Technical Responsibilities:

• 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.

Education & Experience Qualifications

• 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 preferred.
• Healthcare IT Experience: Previous experience in Healthcare IT is Required, 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.

Perks & 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 9 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.
  
  

This role periodically requires onsite field work involving physical activity, including bending, kneeling, and crouching, as well as lifting, carrying, pushing, and pulling equipment weighing 60 pounds or more. Additional requirements may include safely climbing ladders, working at elevated heights, and standing or walking for extended durations in various client settings. These requirements represent the essential physical functions of the position and may be performed with or without reasonable accommodation.

Position Summary
Location: Daytona Beach, FL
Schedule: Full-time onsite at client office 
Salary: $60,000 – $70,000 / year

Onsite IT Engineer – Empower Healthcare with Advanced Technology Solutions

Are you passionate about technology and ready to make a real impact in the healthcare sector? Join us as an Onsite IT Engineer, where you’ll work hands-on with enterprise-class systems, tackling advanced projects that drive our mid-market healthcare clients forward.

In this role, you’ll have access to state-of-the-art hardware, powerful automation tools, and resources to help you deliver exceptional technical support. You’ll work directly with users onsite, offering fast and effective solutions, and partner with client executives on both short- and long-term IT strategies. Your presence will ensure our clientele feel supported, no matter where they’re located.

Our Onsite IT Engineers are the face of our company, driving client success through innovative problem-solving and impactful solutions. If you’re excited about taking on infrastructure projects and developing your expertise, we’d love to hear from you!

We Are Looking for Candidates That Embody Our Core Values:
• 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.

Functions of the Onsite IT Engineer: 

• Provide prompt and effective support for end-user issues, ensuring timely resolution and tracking progress within SLA times.
• Collaborate closely with client, Service Delivery Managers, and teammates to deliver high-quality service and foster a positive user experience.
• Lead and participate in various infrastructure improvement projects, contributing to enhanced system performance and user satisfaction.
• Maintain accurate documentation, create detailed support tickets, and log activities for efficient tracking and reporting.
• Offer hands-on support to executive teams, assisting with technology needs and strategic IT planning.
• Escalate complex issues to senior technical teams with comprehensive documentation of troubleshooting steps and recommendations.
• Act as the Subject Matter Expert (SME) for your client, providing guidance and mentorship to team members as needed.
• Proactively identify and report potential major incidents, ensuring timely communication with the Service Delivery Manager.
• Develop and deliver end-user training on supported software and hardware, improving user confidence and system adoption.
• Assist with the installation and configuration of client-specific software and infrastructure, coordinating with vendors when necessary.
• Support Professional Services and Account Management teams by testing new environment configurations and providing valuable feedback.

Advanced Technical Responsibilities:

• 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.

Education & Experience Qualifications

• 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: 4+ years in a helpdesk or similar advanced technical role, required. Prior experience in a Managed Service Provider (MSP) environment is preferred.
• Healthcare IT Experience: Previous experience in Healthcare IT is REQUIRED, 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. Ambient AI experience or desire to learn a plus.

Perks & 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.

This role periodically requires onsite field work involving physical activity, including bending, kneeling, and crouching, as well as lifting, carrying, pushing, and pulling equipment weighing 60 pounds or more. Additional requirements may include safely climbing ladders, working at elevated heights, and standing or walking for extended durations in various client settings. These requirements represent the essential physical functions of the position and may be performed with or without reasonable accommodation.