Title: Desktop Support Specialist
Led By: VP – IT
Classification: Full Time Hourly – Non-Exempt
Job Summary: The Desktop Support Specialist is responsible for a wide range of duties. This role will primarily be a member of front line support desk team. The support desk team is distributed with team members in each main market the company operates in. This role will also develop close relationships with the dental office team members and represent the IT department, ensuring great customer service experiences. Support includes resolving office’s IT issues remotely and physically at the dental offices as needed using a ticketing system. This team member will prepare and manage computers. The IT team includes systems administrators, desktop support, and service management.
Job Duties:
· Be a leader and central part of a dynamic team
· Support all aspects of the dental office and support team office
· Resolve issues that can be completed remotely in all markets
· Resolve physical issues in the local market
· Troubleshoot and escalate network and infrastructure related issues at the branch and central offices including servers, switches, firewalls, and access points
· Support for Exchange Online and Active Directory infrastructure
· Perform restore operations
· Escalate issues to the systems administrator team as needed
· Work with other departments and the practices to add value and create innovative solutions
· Represent IT and the support office by providing legendary customer service
· Provide support for internet service and connections at all offices
· VoIP hardware and systems
· Occasionally build racks and install equipment at various offices
· Install other physical equipment
· Document and develop processes and procedures
· Maintain and support compliance with HIPAA and PCI
Qualifications, Education, and Experience:
Required:
· High School graduate (or GED)
· One of the following:
o 2+ Years experience in IT with increasing responsibility OR
o Associates Degree in related field and 1 years experience OR
o Bachelor’s Degree in related field and 0.5 years experience
· Work well on a team and under minimal supervision
· Occasional (up to 10%) out of state travel
· Regular local travel within the market
· Ability to manage multiple high priority tasks simultaneously
· Exceptional and demonstrated Customer Service ability
· Empathetic listening skills
· Able to use sound judgment and discretion
· Possess a calm disposition and the ability to work well with people
Preferred:
· Experience in the Dental Field or Multi Unit Outpatient Healthcare
· Experience with mergers and acquisitions
· Industry certifications such as A+, Network+, Security+, or similar
· Experience imaging and replacing hardware
Job Type: Full-time
Benefits:
Schedule:
Ability to commute/relocate:
Experience:
Work Location: One location
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