Hybrid IT Support Technician II - Bozeman, MT

Dedicated IT

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:

https://www.linkedin.com/company/dedicated-it/posts/?feedView=all

https://www.glassdoor.com/Reviews/Dedicated-IT-Reviews-E2254858.htm

Position Summary

Location: Bozeman, MT

Schedule: Hybrid schedule, 2 half-days per week onsite and the rest of the week from home

Salary: $60,000-$75,000

As a Support Technician II at Dedicated IT, you’ll help our healthcare clients manage their technology, support their employees, and respond to day-to-day support needs. Working within the Dedicated IT Service Desk, you’ll gain hands-on experience supporting systems of all shapes and sizes across the healthcare industry while also providing periodic onsite support for a client in the Bozeman area.

You can expect to be equipped with modern hardware, tools that help automate and improve the support experience, and systems that help you continue leveling up your technical skills.

Support Technician IIs are customer-oriented problem-solvers who provide fast, accurate, and professional technical support. This role primarily focuses on fielding incoming calls, assisting with emailed tickets, resolving support issues within SLA, and mentoring teammates. As part of Dedicated IT’s core technical team, you’ll support a wide variety of client environments and solve technical problems through ownership, strong documentation, and 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 a Support Technician - Level 2

Handle support tickets and resolve client issues within SLA requirements

Field incoming calls and assist with emailed tickets as needed

Collaborate with clients, the Service Delivery Manager, Team Lead, Escalation Engineer, and POD teammates 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 appropriate system

Own and work email tickets when not answering calls or when requested

Escalate requests or tickets with detailed notes, attempted remediations, and recommended next steps

Train, mentor, and assist Support Technician I teammates

Identify possible major incidents and notify the Team Lead or Service Delivery Manager immediately

Find alternative workarounds when established procedures do not resolve the issue

Train users on supported software and hardware

Assist clients with business line software installation and related infrastructure or end-user services

Coordinate with vendors for client-related support ticket resolution

Ensure all cases are followed up on in a timely manner

Provide timely and professional updates to clients

Assist in training new employees

Collaborate on client projects with fCIO and POD teammates

Provide periodic onsite support for the Bozeman client environment as needed

Key Responsibilities Technical Requirements

Desktop Support: Provide support for workstation hardware, Windows/Mac OS, mobile devices, desk phones, headsets, printers, scanners, and common end-user technology.

Microsoft 365 Administration Troubleshooting: Support SharePoint, OneDrive, Microsoft 365, MFA, and related collaboration tools.

Support Ticket Management: Resolve and document support tickets efficiently, with clear notes, accurate time tracking, and strong client communication.

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