IT Support Specialist

Medix Dental IT; United States; Remote; USD 50,000 - 55,000; Full time

Job summary

Medix Dental IT is seeking an IT Support Specialist to join our Service Desk and support dental office staff by phone and email. You will troubleshoot hardware, software, and dental imaging applications, document steps, and deliver exceptional customer service while protecting PHI.

This remote role requires Windows/macOS, networking basics, and HIPAA compliance, with MSP experience and familiarity with dental practice software (Dentrix/Open Dental/Eaglesoft).

Qualifications

• Strong knowledge of Windows and macOS, hardware, networking basics.
• MSP experience or multi-site support preferred.
• Dental practice software experience (Dentrix, Open Dental, Eaglesoft).
• Familiarity with ticketing systems and remote-support tools.
• HIPAA and data protection fundamentals.

Responsibilities

• Own every ticket in your queue from receipt to resolution.
• Troubleshoot hardware, software, and network issues across dental offices.
• Maintain clear, complete ticket notes for handoffs and audits.
• Communicate status updates clearly and aim for first-contact resolution.
• Triage and escalate issues per urgency guidelines and SOPs.
• Protect PHI and adhere to security protocols in all interactions.
• Collaborate with teammates and other departments for seamless service.
• Document solutions and workarounds in the knowledge base.

Skills

Technical troubleshooting

Documentation

Customer communication

Queue management

Support tooling

Tools

Dentrix

Open Dental

Eaglesoft

Job description

About Medix Dental IT

At Medix Dental IT, we are dedicated to our core values, providing top-notch IT solutions specifically tailored for dental practices. Based in the Midwest, we have been a trusted partner in dental technology integration and support since our founding in 2003. We collaborate with dental practices nationwide to manage their IT systems and offer strategic advice on technology decisions and compliance.

By becoming an extension of our clients’ practices, we minimize technology issues, enhance practice profitability, and boost overall satisfaction. Our commitment to quality and exceptional customer service has led to an impressive client retention rate, setting us apart in the industry.

If you are passionate about technology and committed to client satisfaction, we invite you to join our dynamic team and help us transform the dental technology landscape!

To learn more about our company, visit https://medixdental.com/.

About the Role

We are looking for a dedicated IT Support Specialist to join our Service Desk team and provide support to our dental office clients. In this position, you will assist dental office staff with technical issues through phone and email communication, building strong relationships while delivering exceptional customer service. You will gain exposure to a diverse range of products and services, addressing technical challenges related to hardware, software, peripheral equipment (such as phones and printers), and specialized dental imaging products.

Location Requirement

Remote - Only hiring residents of AL, FL, GA, IA, IL, KS, LA, NE, OH, OK, TN, TX

Standard Hours: Monday through Friday, 8:00 AM - 5:00 PM CT (Central Time) with a 1-hour unpaid lunch

Compensation: The hiring range is $50,000 to $55,000 per year.

Duties and Responsibilities

• Own every request that reaches your queue: respond to tickets routed by phone, email, and our ticketing system, and take full accountability from assignment through resolution.
• Troubleshoot and resolve hardware, software, and network issues — including dental practice management and imaging applications, workstations, peripherals, and practice connectivity — using remote support tools and documented procedures.
• Maintain a clear, complete record on every ticket: log each interaction and action taken promptly — including what you tried, what worked, and what remains — so anyone reading your notes (a teammate taking over, your team lead, or another department) can follow your exact steps and pick up seamlessly.
• Communicate properly through resolution: aim for first-contact resolution, give clients clear and timely status updates, set accurate expectations, and confirm the issue is resolved before closing.
• Triage and elevate wisely: manage your ticket queue appropriately — prioritizing work using our urgency guidelines and following escalation procedures to route complex or urgent issues to the right resource.
• Protect patient and practice data in every interaction, following HIPAA and our security protocols.
• Work collaboratively with your teammates and other departments so support and handoffs feel like one seamless customer experience to every client.
• Document solutions, known issues, and workarounds in our knowledge base so recurring problems get resolved faster — and client teams can self-serve.
• Track and share recurring issue trends with your team lead to help improve our products and processes.
• Represent our company values in every interaction — patient, clear, and dependable, especially when clients are frustrated.
• Complete additional duties as assigned.

Knowledge

What you need to know — the fundamentals that make every ticket faster.

• IT fundamentals (*Required) — operating systems (Windows and/or macOS), core hardware (workstations, monitors, printers, peripherals), and networking basics (TCP/IP, Wi-Fi, DNS, VPNs, local connectivity).
• MSP (Managed Service Provider) experience (*Preferred) — proven track record supporting multiple client sites or offices simultaneously, managing to per-client SLAs, and operating comfortably within a multi-site ticketing and escalation structure.
• Dental practice technology (*Preferred) — practice management / EHR applications (e.g., Dentrix, Open Dental, Eaglesoft), dental imaging software, and how they function in a clinical environment.
• Remote support tools and help-desk platforms (*Required) — ticketing systems, remote-access tools, and common self-service utilities.
• HIPAA and data protection (*Required) — fundamentals of safeguarding protected health information (PHI), password/account security, phishing awareness, and encryption basics as they apply to patient and practice data.

Skills

What you’ll do — the capabilities you practice on every ticket, every day.

• Technical troubleshooting — methodical problem isolation, root-cause analysis, and resolution of hardware, software, and network issues.
• Accurate documentation — ability to document clear and complete ticket notes that any teammate or lead can follow.
• Customer communication — active listening, translating technical concepts into plain language for non-technical dental office staff, setting expectations, and closing the loop on every ticket.
• Queue and time management — prioritizing an active ticket queue against urgency guidelines, and knowing when to work independently vs. escalating.
• Support tooling — proficient use of remote-access tools and ticketing platforms

Abilities

What you’ll bring — the qualities that turn good support into great service.

• Composure under pressure — staying patient and professional with frustrated or non-technical partners, including during after-hours or patient-critical situations.
• Judgment and prioritization — discerning urgent from routine issues and escalating at the right time without over- or under-escalating.
• Clear written communication — the discipline to log every interaction promptly and legibly so anyone can pick up a ticket mid-stream.
• Independent ownership — reliably handling a full ticket load from assignment through verified resolution, with minimal follow-up.
• Cross-functional collaboration — working smoothly with teammates across the company.
• Discretion and confidentiality — handling PHI with appropriate care at all times.
• Adaptability — quickly learning new systems, applications, and processes as the product and client base evolve.
• Empathy in service — treating every client interaction as a reflection of the company’s values.

Other Requirements

• Physical & ergonomic demands: ability to sit for extended periods and perform computer-based work for the duration of assigned shifts, including regular keyboard use and screen engagement.
• Age requirement: applicants must be 18 years of age or older at the time of application.
• Work authorization: eligibility to work in the United States without sponsorship. Ability to pass a pre-employment background and reference check.

EEOC Statement

Medix Dental IT is an Equal Opportunity Employer . We are committed to equal employment opportunity regardless of race, color, religion, creed, sex, sexual orientation, gender identity, national origin, ancestry, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable federal, state, or local law. We celebrate diversity and are committed to creating an inclusive environment for every team member. All qualified applicants will receive consideration for employment without regard to any legally protected status.

ADA Statement

Medix Dental IT complies with federal and state disability laws and makes reasonable accommodations for applicants and candidates with disabilities, unless such accommodation would cause an undue hardship for Medix Dental IT. If reasonable accommodation is needed to participate in the job application or interview process, please contact [e-mail].