Job description

Purpose:

This service-oriented position is focused on being the initial point of contact for phone and technical support for the IT Operations technical support team. This position serves as an integral part of the larger IT Operations team by identifying issues, assisting with support requests, escalating issues to senior IT Support and Engineering staff, and continuing to build relationships with all organizations across DentalOne Partners.

Remote – Eastern Time Zone

Essential Functions:

• Respond to technical inquiries through multiple channels such as phone, email, and/or screen-sharing sessions
• Log issues and services requests, resolutions in the ServiceDesk ticketing system
• Maintain customer information in the Service Desk ticketing system
• Follow-up with customers to ensure issues are resolved

Technical Skills

• Troubleshoot and address tier 1 support issues
• Create and maintain user credentials for Active Directory and key business applications
• Answer browser and email-related queries
• Work closely with IT Engineering and Development teams on ticket escalation
• Report any system bugs, outages, or major issues

Process Optimization

• Support customer engagement activities
• Help keep training tools and technical documentation relevant and updated for end users
• Follow incident response procedures

• Work closely with IT Engineering and Development teams on ticket escalation
• Report any system bugs, outages, or major issues

Job Type: Full-time

Pay: $22.00 - $26.00 per hour

Benefits:

• 401(k)
• Employee assistance program
• Employee discount
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• No weekends

Application Question(s):

• Are you located in Eastern Standard Time Zone?

Experience:

• Help desk: 2 years (Required)

Work Location: Remote

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