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IT Support Specialist II

2 months ago

Tampa, Florida, United States Dedicated IT Full time
Job Title: IT Support Specialist II

We are seeking a highly skilled IT Support Specialist II to join our team at Dedicated IT. As a key member of our After Hours division, you will play a pivotal role in providing top-notch technical support to our clients.

Job Summary:

The IT Support Specialist II will be responsible for handling support tickets, working with the team to provide exceptional service, and resolving complex technical issues. You will also have the opportunity to train and mentor junior team members, ensuring they have the skills and knowledge needed to succeed in their roles.

Key Responsibilities:
  • Handle support tickets and work to resolve client issues within SLA times
  • Work with the 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 track time
  • Update technical documentation in the system
  • Own and work email tickets when not answering calls or when requested
  • Escalate requests or tickets to the 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 the 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
  • Ensure all cases are followed up on in a timely manner
  • Provide timely updates to clients
  • Assist in training new employees
Requirements:
  • Intermediate to advanced experience supporting/troubleshooting workstation hardware, Windows/Mac OS, mobile devices, MFA, desk phones and headsets, printers/scanners, SharePoint/OneDrive/365, Active Directory, DNS/DHCP, NTFS/File permissions, firewall/VPN, and 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 (50 WPM)
  • Technical writing and documenting skills
Preferred Qualifications:
  • CompTIA A+, Network+, Security+, Cisco, Microsoft Certifications - multiple preferred + relevant experience
  • At least 2-3 years in a previous helpdesk 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:
  • Health Benefits
  • 401K plus company match
  • 9 paid company holidays
  • Comprehensive PTO Policy
  • Opportunities for growth & Development including education/certification reimbursement and clear descriptions of all growth paths

We are an equal employment opportunity employer and welcome applications from diverse candidates. If you are a motivated and experienced IT professional looking for a new challenge, please submit your application.