Dental IT Help Desk Technician (Tier 1)

Darkhorse Tech; United States; Hybrid; USD 42,000 - 56,000; Full time

Job summary

Darkhorse Tech is seeking a Help Desk Technician to assist clients with technical issues via phone, email, and chat, while building strong relationships and delivering excellent customer service. You will work with hardware, software, printers and imaging products, gain exposure to a wide range of products, and help manage routine maintenance and installations for clients nationwide.

A 1–2 year background in tech support and customer service is preferred, with a focus on solution-oriented,

Qualifications

• Excellent verbal and written communication skills.
• Strong time management abilities.
• Reliable, independent worker.
• Excellent customer service skills.
• Strong problem solving and troubleshooting.
• 1-2 years of tech support experience preferred.
• 1-2 years of customer service experience preferred.
• Bachelor’s degree in IT or CS preferred.

Responsibilities

• Provide excellent customer service via phone, email, and chat.
• Walk clients through diagnostic procedures to identify and resolve errors.
• Communicate with vendors to request service, update, and resolve open tickets.
• Adhere to established methods for responding to and documenting support requests.
• Perform maintenance tasks on end user devices.
• Provide ongoing user training and self-fix solutions to clients.
• Set up, troubleshoot, and configure PCs, printers, peripherals, and network equipment.
• Handle technical requests such as password resets, drive mapping, and user accounts setup.
• Provide limited Saturday coverage as part of an on-call rotation schedule.
• Perform Tier 1 troubleshooting, configuration, and administration pertaining to clients’ printers, wireless network configuration, server-based print queues, antivirus and firewall programs, Microsoft Windows 7 and newer operating systems, Microsoft Office 2010 and newer; Microsoft Office 365; Apple OS, and more

Skills

Communication skills

Time management

Reliability

Customer service

Troubleshooting

Tech support experience

Customer service experience

Education

Bachelor's degree in Information Technology or Computer Science

Job description

Darkhorse Tech is seeking a Help Desk Technician to assist clients with technical issues via phone, email, and chat, while building strong relationships and delivering excellent customer service. You will work with hardware, software, printers and imaging products, gain exposure to a wide range of products, and help manage routine maintenance and installations for clients nationwide.

A 1–2 year background in tech support and customer service is preferred, with a focus on solution-oriented,