Service Desk Technician II

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, and completing assigned project tasks. You will escalate issues to the Director of Operations when necessary, ensuring that more complex challenges are handled swiftly and efficiently. You will also act as a key escalation point for Level 3 team leads, helping to manage client expectations and ensuring seamless support during the escalation process.
This position requires the application of a wide range of specialized skills, frequently adapting tools, procedures, and techniques to meet the unique needs of our clients. As an escalation engineer, your role demands originality and ingenuity in establishing new procedures within functional areas. Your experience and sound judgment will be essential in planning and executing assigned tasks.

• 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, 10am-7pm CST
• This role also includes participation in a rotating on-call schedule.
  
  

• →Maintain a strong focus on providing excellent customer service
• →Provide responsive client service via phone, email, and in person interactions
• →Answer internal and external client/vendor calls quickly and pleasantly
• →Communicate in a friendly, professional and patient manner
• →Perform all duties with the goal of building and maintaining long-term client/vendor relationships
• →Maintain exceptional client service, understanding client satisfaction and perception is key to a successful relationship with clients
• →IT support services for clients’ infrastructure, including clients’ core business applications
• →Acquire specific knowledge of the client and how IT relates to their business
• →Develop in-depth knowledge of the service offerings and how they relate to clients’ needs
• →Participate in projects by performing assigned duties
• →Perform other related technical duties as assigned
• →Identify clients’ needs and report to Director of Operations/Team Lead
• →Update documentation for client configurations or processes
• →Communicate managed services installation and maintenance with Centralized Services (CS)
• →Communicate with the client regularly to keep informed of technical support progress and notify of impending changes or expected outages
• →Utilize active listening and client-care skills in identifying potential concerns
• →Report client concerns or complaints to Director of Operations & Team
• →Lead, and manage urgent requests and escalations with patience and empathy
• →Answer internal and external communications timely and professionally
• →Contact client within 2 business days for tickets in Follow Up status unless issue requires further delay as notated on the ticket
• →Close tickets within 5 business days unless issue requires further delay as notated on the ticket

• A minimum of 4 years of recent Dental-related IT experience in a Technical Support environment
• Dental Hardware Experience:
  • Intraoral Cameras
  • Intraoral Sensors
  • Intraoral Scanners
  • Extraoral Sensors (CBCT / Pano / Ceph)
  • Vitals Monitors
• 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
• 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 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
• Exemplify professionalism and business etiquette in all communication, including in-person, email, and phone interactions with client end users and colleagues
• 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
• This role involves extended periods of sitting or standing and regular use of computers and office equipment

• Ability to communicate professionally, in English, both written and orally
• Ability to write business correspondence and process procedures
• Ability to effectively present information and respond to questions from groups of managers, clients, and the general public

• Bachelor’s degree preferred in IT, IS, CS, or another technical discipline
• CompTIA certifications preferred
• Microsoft Technology Associate (MTA) preferred
• Fortinet Certification (preferred, required if offered a position)
• 2 years of recent leadership positions or relevant experience