IT Help Desk Technician

Darkhorse Tech; United States; Remote; USD 10,000 - 60,000; Full time

Job summary

Join a forward-thinking company as a Help Desk Technician, where you will provide exceptional customer service and technical support to clients across the nation. In this role, you will engage with clients via phone, email, and chat, assisting them with a variety of technical issues related to hardware and software, including specialized dental imaging products. Your ability to build relationships and deliver solutions will be key to fostering loyalty and trust. This position offers a dynamic work environment with opportunities for growth and development, making it an exciting opportunity for those passionate about technology and service excellence.

Qualifications

• 1-2 years of tech support and customer service experience preferred.
• Strong problem-solving and troubleshooting skills are essential.

Responsibilities

• Provide excellent customer service via phone and remote technical support.
• Walk clients through diagnostic procedures to identify and resolve errors.
• Perform Tier 1 troubleshooting and configuration for various systems.

Skills

Verbal communication

Written communication

Time management

Customer service

Problem solving

Troubleshooting

Education

Bachelor's degree in Information Technology

Bachelor's degree in Computer Science

Tools

Microsoft Windows 7 and newer

Microsoft Office 2010 and newer

Microsoft Office 365

Apple OS

Job description

About Darkhorse Tech

Darkhorse Tech provides comprehensive Dental-Specific IT services to our clients including ongoing support (Managed Services), startup projects & expansions (planning, design, buildouts) as well as software & hardware sales and maintenance.

As a leader in the industry, we have created and continue to foster relationships with all leading-edge technology companies servicing the Dental community. Our company was created by founder and CEO, Reuben Kamp who left his job at a nationwide Dental IT company to build a relationship-focused version of a Managed Service Provider (MSP) which creates true partnerships with its clients.

Constantly building on our 10+ years of experience we are now servicing roughly 1300 clients nationwide and continue to see massive growth while focusing on maintaining unparalleled support for our Dental Practice partners. With technicians on the ground throughout the country we offer in-person as well as remote support.

About You

Service first. Providing exemplary service means recognizing it. Have you put off a call to your cell phone company because the idea of waiting on hold, requesting a manager only to fight for a solution seems exhausting? Have you ever been pleasantly surprised by a service organization where your call is addressed efficiently, with care and acknowledgement that you are their top priority because you (as a client) are the lifeblood of their business? There is a huge difference in these approaches, and the latter builds loyalty and trust which is vital to the health of any business.

You are solution-oriented and accountable. When given an opportunity to address an issue you follow service standards and quickly provide a solution; if you can't, you are able to escalate the issue and alert your manager to your need/want for knowledge and growth - all while communicating progress in a professional and engaging manner with the client.

Part of our team! While service tickets are addressed individually our crew is always ready to support one another. You will both receive and provide help as we are all working toward the same goal. Together we provide a level of service that our clients dream of and that we stand behind.

Help Desk Technician Summary

As a Help Desk Technician, you will assist clients with technical issues via phone, email, and chat. You will build relationships with clients and help them find solutions while providing exceptional customer service. In this role, you will gain exposure to a wide variety of products and services because we assist our clients with technical problems concerning hardware, software, peripheral equipment like phones and printers, and specialized dental imaging products. We also manage routine maintenance and installations for our clients throughout the country.

Responsibilities

• Provide excellent customer service via phone and remote technical support
• 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

Qualifications and Skills

• Excellent verbal and written communication skills
• Proven time management skills
• Proven reliability and the ability to work independently
• Excellent customer service skills
• Problem solving and troubleshooting skills
• 1-2 years of tech support experience is preferred
• 1-2 years of customer service experience
• Bachelor's degree in Information Technology or Computer Science is preferred

Hours: Monday through Friday 11:00am to 8:00pm EST; Rotating Saturday shift