IT Support Technician - Grand Rapids

117090 SGA Dental Partners OPCO LLC; United States; Hybrid; USD 40,000 - 60,000; Full time

Benefits offered by this job

Paid Holidays and Paid Time Off (PTO)

401(k) Retirement Plan

Health and Vision Insurance

Employer-Paid Dental Insurance

Career Growth and Development Opportunities

Job summary

117090 SGA Dental Partners OPCO LLC is seeking an IT Support Technician to help resolve IT issues for our dental practices. This hybrid role requires expertise in hardware and software troubleshooting, along with strong communication skills.

The ideal candidate will work closely with IT teams, prioritize support tickets, and maintain technology assets. Benefits include paid holidays, health insurance, and career development opportunities.

Qualifications

• Experience in hardware, software, and network troubleshooting.
• Minimum of 1 year in IT support.
• Experience with dental practice software is a plus.

Responsibilities

• Provide IT support across all SGA dental offices.
• Track and resolve issues using the ticketing system.
• Perform preventive maintenance on computing infrastructure.
• Collaborate with IT professionals for complex issues.

Skills

IT hardware troubleshooting

IT software support

Customer service skills

Communication skills

Education

Experience in IT support

Tools

Windows

Microsoft Office

Active Directory

Job description

The IT Support Technician will assist team members at our dental practices who are experiencing any procedural or operating difficulty with the use of IT hardware, software, products, or services. The IT Support Technician will maintain a diligent focus on proactively identifying and resolving issue trends. This role will work very closely with Senior Systems Engineer and other IT team members to collaborate on long-term solutions that mitigate the volume and severity of IT issues for our practices. This role will be a hybrid remote/in‑person position with a focus on resolving issues remotely whenever possible. Must be within a commutable driving distance of Grand Rapids, MI for on‑site support as needed.

Essential Duties

• Supports all SGA dental offices via remote support in an efficient and effective manner.
• Track all issues, troubleshooting steps, and solutions in real‑time using the support ticketing system.
• Maintain accurate inventory of technology assets including hardware, software, and licensing.
• Perform general preventive maintenance on the company’s computing infrastructure and software.
• Work independently to review user manuals, web searches, and other resources to identify solutions to complex issues.
• Collaborate with other IT professionals in a team environment.
• Prioritize, diagnose, and resolve issues pertaining to PCs, servers, printers, peripherals, integrated dental equipment, and phone systems.
• Support Windows, Microsoft Office, Active Directory, and other commercial and proprietary software.
• Support networked multifunction units, including printing, scanning, and faxing.
• Work through vendor support, including hardware and specialty software companies.
• Resolve issues with credit card terminals.
• Follow up on closed tickets to verify satisfactory resolution.
• Participate in structured cabling/wiring as required.
• Endeavor to resolve issues on the first call without escalation.
• Escalate appropriately to senior IT personnel.
• Install and upgrade software on end‑user computers.
• Travel locally and occasionally stay overnight as required.
• Critically analyze helpdesk tickets for patterns and root causes.
• Regularly report findings to management and recommend solutions to permanently resolve or mitigate issues.
• Represent the “voice of the user” in prioritizing issues, balancing quantity and severity to determine which issues serve the “greatest good.”
• Assume and execute additional responsibilities as assigned.

Knowledge / Skills / Abilities

• Self‑motivated to learn and support new and fast‑changing technologies on multiple platforms.
• Strong verbal and written communication skills for effective phone, desk‑side, and email support.
• Excellent interpersonal skills.
• Exceptional work habits under pressure.

Education & Experience

The position requires experience in hardware, software, and network troubleshooting, or equivalent training and/or education. Customer service training and/or experience are beneficial. Interactions must be handled with diplomacy and tact. The individual must be able to gauge the user’s technical ability and communicate with them in appropriate technical or non‑technical language in a non‑condescending manner. Minimum of 1 year in an IT support organization with experience resolving root‑cause issues rather than just individual problems. Experience with dental practice software is a huge plus. All new hires are required to pass a full panel drug screening as a condition of employment.

Benefits

• Paid Holidays and Paid Time Off (PTO)
• 401(k) Retirement Plan
• Health and Vision Insurance
• Employer‑Paid Dental Insurance, Life Insurance, Care.com Membership & Employee Assistance Program
• Supplemental Coverage (Disability, Critical Illness, Accident)
• Career Growth and Development Opportunities

Equal Employment Opportunity

SGA Dental Partners is an Equal Opportunity Employer and values diversity at every level of our team. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.