IT Support Technician II

Responsibilities 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 Requirements 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 #J-18808-Ljbffr