L1 Technician - Systems Integrator

Ready to take the next step in your career as a L1 Technician? Join a dedicated IT provider with over two decades of experience delivering healthcare-focused managed IT support, security, hosting, and strategic planning to practices of all sizes and specialties. Specializing in clinical workflows within the healthcare sector, the firm offers a turnkey solution that allows clients to focus on what matters most—delivering exceptional patient care. With a relentless focus on growth and a mission to help organizations improve continuously, the company operates with complete control over its services, thanks to being privately owned. With a national reach and offices in Florida, Georgia, and Texas, the company is ready to support businesses no matter their location.

They are seeking for a L1 Technician to join the growing team. Want to be part of a team that thrives in excellence? Feel free to reach out and apply today! 

Responsibilities: 

• 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 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 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
• Ensure all cases are followed up on in a timely manner
• Provide timely updates to clients
• Assist in training new employees

Required Skills/Qualifications: 

• Ability to solve problems independently and observe daily activities to learn overall IT infrastructure, methods, and industry standards
• Assist clients with the installation of business line software, related services, and train users in supported software & hardware
• Work with vendor support contacts to resolve technical problems with equipment, software, and network infrastructure
• Ability to explain technical information in simple terms
• Intermediate to advanced experience supporting/troubleshooting: workstation hardware, Windows/Mac OS, mobile devices, MFA, desk phones, printers/scanners, SharePoint/OneDrive/365, Active Directory, DNS/DHCP, NTFS/File permissions, firewall/VPN, and network infrastructure (R&S, APs/WAPs)
• Understanding of support tools, techniques, and technologies used to provide client services
• Typing skills (50 WPM) for quick and accurate service ticket entry, with technical writing and documentation experience
• High School Diploma/GED required
• Certifications: CompTIA A+, Network+, Security+, Cisco, Microsoft Certifications (multiple preferred)
• 2-3 years in a previous helpdesk or relevant advanced role required, with prior MSP and healthcare IT experience preferred
• Experience with ConnectWise and supporting medical clients, EMR, and HIPAA understanding preferred

Benefits:

• Comprehensive Benefits Package
• 401K plus company match
• 9 paid company holidays
• 3 weeks PTO + 1 week sick leave + other circumstantial leave benefits
• Opportunities for growth & development

Schedule: 

• 8 AM - 5 PM, 10 AM - 7 PM, other shifts potentially available. 3/2 Hybrid schedule available after 90 days

Salary: 

• $55,000 - $65,000