Hybrid IT Support Technician II - Bozeman, MT

Job Description

Job Description

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:

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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.

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.

• 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

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.
Network & Connectivity: Troubleshoot DNS, DHCP, VPN, firewall connectivity, routing and switching basics, and wireless access points.
Windows & Server Support: Support Windows environments, virtual servers, Active Directory, NTFS permissions, file permissions, and related infrastructure needs.
Healthcare Application Support: Assist with medical client environments, EMR/EHR application support, vendor coordination, and HIPAA-aware support practices.
End-User Training & Mentorship: Train users on supported hardware and software while helping junior technicians grow through mentoring and knowledge sharing.
Executive Support & Professional Demeanor: Provide responsive, professional support to executive and senior leadership users when needed.
Onsite Client Support: Periodically visit the Bozeman client site to assist with hands-on support needs, hardware troubleshooting, equipment setup, vendor coordination, and client-facing technical support.

Intermediate to advanced experience supporting and troubleshooting:

• Workstation hardware
• Windows/Mac OS
• Mobile devices
• MFA
• Desk phones and headsets
• Printers and scanners
• SharePoint, OneDrive, and Microsoft 365
• Active Directory
• DNS/DHCP
• NTFS and file permissions
• Firewall/VPN
• Network infrastructure, including routing, switching, and wireless access points
• Business line software
• Medical software, EMR/EHR systems, and healthcare technology environments preferred

Additional required skills:

• Ability to solve problems without specific step-by-step guidance
• Ability to explain technical information in simple terms
• Understanding of support tools, techniques, and technology used to provide client services
• Strong typing skills for quick and accurate service ticket documentation, 50 WPM preferred
• Strong technical writing and documentation skills
• Ability to work with vendor support contacts to resolve equipment and software issues

Education & Experience Qualifications

• High School Diploma or GED required
• 2-3 years in a previous helpdesk or relevant advanced technical role required
• Prior Managed Service Provider (MSP) experience required
• Prior Healthcare IT experience preferred
• ConnectWise experience preferred
• Experience supporting medical clients, EMR systems, and HIPAA-aware environments preferred
• Certifications preferred: CompTIA A+, Network+, Security+, Cisco, Microsoft certifications, or equivalent relevant experience

Perks & Benefits

• Comprehensive benefits package
• 401K plus company match
• 9 paid company holidays
• 3 weeks PTO plus 1 week sick leave
• Opportunities for growth and development
• People-focused culture with a supportive, collaborative team environment

This role periodically requires onsite fieldwork 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.

Thanks for your interest in Dedicated IT!

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.