First-Call Tier 1 Help Desk Tech - Hawaii Day Shift

Darkhorse Tech; United States; À distance; USD 42 000 - 64 000; Plein temps

Résumé du poste

Darkhorse Tech, a focused MSP for dental practices, is hiring a Tier 1 Help Desk Technician to cover the Hawaii Standard Time business day. You will be the first point of contact for Hawaii and Pacific-region clients, handling IT issues across Windows, Microsoft 365, macOS, and dental software like Open Dental.

The role emphasizes ownership, requires 1+ year in technical support and customer service, and includes on-call Saturday coverage. You can live anywhere with a consistent schedule.

Qualifications

• Minimum 1 year of technical support experience.
• Minimum 1 year of customer service experience.
• Strong written communication for documentation handoffs.
• Calm, clear phone presence with stressed users.
• Ability to work independently for a significant portion of the shift.
• Reliable attendance for scheduled hours.

Responsabilités

• Take inbound calls and tickets from dental practices and resolve Tier 1 issues on first contact.
• Handle password resets, account setup, printer issues, wireless configuration, drive mapping, and workstation troubleshooting.
• Support Windows 10+ and Microsoft 365, macOS, and dental software including Open Dental.
• Set up PCs, printers, peripherals, and basic network equipment.
• Work with vendors to open and drive support cases for clients.
• Document work thoroughly so a mainland teammate can pick it up next morning.
• Know when to escalate issues and act accordingly.
• Provide limited Saturday coverage as part of an on-call rotation.

Connaissances

Technical support

Customer service

Written communication

Independent work

Reliability

Phone etiquette

Formation

High school diploma

IT degree or hands-on experience

Outils

ConnectWise

Open Dental

Description du poste

Darkhorse Tech, a focused MSP for dental practices, is hiring a Tier 1 Help Desk Technician to cover the Hawaii Standard Time business day. You will be the first point of contact for Hawaii and Pacific-region clients, handling IT issues across Windows, Microsoft 365, macOS, and dental software like Open Dental.

The role emphasizes ownership, requires 1+ year in technical support and customer service, and includes on-call Saturday coverage. You can live anywhere with a consistent schedule.