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Role Description

As a Service Desk Technician II within the Dental Division, you'll be a vital member of our team providing top-tier support to clients. This client-facing role involves regular interaction via phone, email, and remote assistance tools, requiring excellent communication skills and a focus on delivering outstanding client service. Your primary responsibilities include:

• Resolving workstation, server, and network-related tickets.
• Managing advanced systems troubleshooting.
• Completing assigned project tasks.
• Escalating issues to the Director of Operations when necessary.
• Acting as a key escalation point for Level 3 team leads.
• Applying a wide range of specialized skills to meet the unique needs of clients.
• Establishing new procedures within functional areas.

This is a remote position; however, team members should be willing and able to travel if the need arises, though such travel is expected to be infrequent.

Candidates with proximity to one of our Centers of Excellence are preferred (Lombard, IL; McLean, VA; Shreveport, LA; Overland Park, KS).

Monday – Friday, 7am – 4pm CST

Qualifications

• A minimum of 4 years of recent Dental-related IT experience in a Technical Support environment.
• Proven experience with Windows workstation repair, maintenance, diagnosing and troubleshooting hardware and operating system related issues.
• Strong documentation skills, including documentation of security incidents, end user training and new hardware deployment.
• Ability to communicate and work effectively with end users over the phone and on-site.
• Excellent verbal and written communication skills with ability to translate or quickly learn to translate technical terms to business language for non-technical clients.
• Critical thinking and problem-solving skills.
• Strong attention to detail and organizational skills.
• Past experience and desire to work as a part of a team.

Requirements

• Dental Hardware Experience:
• Intraoral Cameras
• Intraoral Sensors
• Intraoral Scanners
• Extraoral Sensors (CBCT / Pano / Ceph)
• Vitals Monitors
• Proficiency in configuring & troubleshooting network settings on workstations and network devices such as modems, firewalls, and managed switches.
• Proficiency in Hypervisor & virtual desktop client support.
• Proficiency in Office 365 account and client support.
• Proficiency with Exchange mailbox administration.
• Proficiency with Server backup monitoring and maintenance.
• Proficiency in wireless connectivity for mobile devices and workstations.
• Proficiency with Mobile device support – smartphones, tablets and laptops.
• Proficiency with Active Directory account creation and management.
• Proficiency with Network drive and printer mappings.
• Ability to diagnose network connectivity issues for workstations and servers.
• Ability to communicate professionally, in English, both written and orally.

Benefits

• Medical, Dental and Vision coverage for employee and family.
• 401k + company-matched contributions 4% match on 5% contribution - no vesting period!
• Group Term Life and Accidental Death and Dismemberment coverage (company provided).
• Short-Term (voluntary enrollment) and Long-Term Disability coverage (company provided).
• Health Savings Account (HSA) Options / PPO Options.
• Employee Assistance Program.
• Paid Time Off (PTO) + Volunteer Time Off (VTO) + 8 Paid Holidays + 3 Floating Holidays.
• Education Reimbursement Program.
• Generous Employee Referral Program - cash bonus for successful referrals!
• Dynamic Recognition and Rewards.
• Clear Promotion and Advancement Tracks.
• Work with Industry-Leading Talent.