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Are you passionate about technology and enjoy solving problems in a fast-paced, customer-focused environment? Join our team as an IT Analyst 1 – Inbound (DO Hardware) where you’ll provide remote assistance to dental team members, troubleshooting a variety of IT systems including software, hardware, networks, and digital imaging systems. You’ll serve as a key point of contact for technical inquiries, document and manage service desk tickets, and ensure issues are resolved or escalated efficiently.
Job Responsibility:
Answer inbound phone calls and provide prompt, effective support
Respond to electronic requests from customers in a timely manner
Implement and support services for Microsoft related technologies: Windows Server, Windows workstation OS, Microsoft Office, etc.
Implement system solutions for supported offices using technologies that meet their needs
Implement and support disaster recovery solutions to ensure business continuity
Provide technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security
Provide remote access solution implementation and support
Maintain system documentation, including regular system reviews and recommendations
Troubleshoot and resolve computer hardware and software issues
Track and monitor status of inquiries, collaborating with appropriate resources to facilitate resolution
Document and escalate complex issues as needed to higher-level support teams
Train end users on computer and application usage
Provide remote technical support to dental office team members
Perform software installations and upgrades to ensure compatibility and functionality
Maintain and upgrade computer systems, practice management software, digital imaging software and digital imaging devices
Participate in a rotational on-call providing support until 8PM Monday-Friday and Saturday mornings
Meet or exceed documented KPIs
Other projects as assigned
Requirements:
Strong computer skills, including experience with Microsoft Office
1+ years’ experience in troubleshooting hardware systems over the phone
Strong organizational skills, accuracy and attention to detail
Ability to work well under pressure and prioritize multiple tasks
Strong verbal and written communication skills
High level of maturity, personal initiative, and sound judgment with the ability to interact with co-workers in a collegial manner to accomplish common tasks
Attendance and punctuality are essential
Practical customer service skills, demonstrating the ability to manage customer inquiries and deliver exceptional service