After Hours IT Support Technician II

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Dedicated IT

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2002

🤝 B2B

🔒 Cybersecurity

📋 Compliance

B2B • Cybersecurity • Compliance

<Dedicated IT> Dedicated IT is a national managed IT services provider that delivers outsourced and co-managed IT support, cloud & hosting, data protection and backup, cybersecurity, Microsoft 365 management, voice & collaboration, and HIPAA compliance services. They focus on helping organizations—particularly in healthcare and senior living—prevent downtime, protect data, meet regulatory requirements, and improve operational performance through strategic roadmaps, monitoring, and a self-service metrics portal.

📋 Description

• 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

🎯 Requirements

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

🏖️ Benefits

• career planning • career advancement opportunity • education/certification reimbursement • work/life balance • great benefits