IT Help Desk Technician

Overview

At MB2 Dental, we value providing superior customer service and are committed to the successful operation of our information technology systems. We are seeking a qualified IT Help Desk Technician to assist our users and partner offices with questions and problems concerning computer systems, hardware, and software. The technician will work with end users remotely and in person, guiding them through systems configuration and troubleshooting, while aiming to resolve issues with efficiency. Standout candidates will be excellent problem-solvers with outstanding communication and customer service skills.

Objectives of this role:

• Provide quick and effective assistance with information technology systems

• Guide end users remotely and in person through systems configuration, troubleshooting, and systems maintenance

• Listen attentively to end-user questions and concerns and offer optimal solutions

• Prioritize end users' satisfaction in all communications, directing unresolved issues to next-level personnel

• Work with the Field Services team to provide partnered offices with superior onsite service

• Represent MB2 Dental with professionalism and integrity while helping end users and partner offices

Responsibilities:

• Respond to tech inquiries via email, online chats, over the phone, or in person

• Guide end users through step-by-step problem-solving processes regarding hardware and software-related issues pertaining to Practice Management Systems (Dentrix, EagleSoft, etc) as well as digital imaging systems such as Dexis

• Provide technical support to MB2 users and partner offices by researching and answering questions, troubleshooting problems, and maintaining workstation and LAN performance

• Provides answers to Mb2 users and partner offices by identifying problems, researching answers, and guiding clients through corrective steps

• Improves system performance by identifying problems and recommending changes

• Updates job knowledge by participating in educational opportunities and maintaining personal networks

• Accomplishes information systems and organization mission by completing related results as needed

• Ability to lift 75lbs. servers and computers etc

Skills and Qualifications:

• Excellent problem-solving and analytical skills

• Comprehensive knowledge of computer systems and experience troubleshooting hardware and software in a Windows and MacOS environment

• The ability to break down technological processes and deliver clear, step-by-step instructions

• Patient, friendly demeanor with a great aptitude for listening

• Strong verbal and written communication skills

• Commitment to providing exceptional customer service

Preferred Qualifications:

• A+ Certification

• Net+ Certification

• Apple Certified Support Professional

INDHRM200

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