IT Support Technician - Richmond Hill, GA

SGA Dental Partners; Richmond Hill (GA); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Paid holidays

PTO

401(k)

Health insurance

Vision insurance

Dental insurance

Life insurance

Care.com membership

EAP

Supplemental coverage

Job summary

SGA Dental Partners seeks an IT Support Technician to assist dental practices with IT hardware, software, and services. You will diagnose issues, document steps, and collaborate with senior staff to deliver long-term solutions.

The role requires strong communication, a customer-service mindset, and the ability to work across Windows, AD, printers, and dental software. Local travel and occasional nights may be needed in the Richmond Hill area.

Qualifications

• 1 year of IT support experience resolving root causes, not just individual issues.
• Experience with dental practice software is a huge plus.
• Ability to communicate technical concepts to non-technical users.

Responsibilities

• Provide IT support across multiple dental offices, remotely when possible.
• Document troubleshooting steps and solutions in the ticketing system.
• Maintain inventory of hardware, software, and licensing.
• Resolve issues related to PCs, printers, and dental equipment.
• Escalate to senior IT personnel when needed and verify resolution with users.

Skills

Verbal communication

Written communication

Customer service

Team collaboration

Problem solving

Root cause analysis

Education

Equivalent IT training/education

Tools

Windows OS

Microsoft Office

Active Directory

Credit card terminals

Dental practice software

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.Must be within a commutable driving distance of Richmond Hill, GA.Essential DutiesSupports 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 preventative maintenance on the company's computing infrastructure and software.Ability to independently review user manuals, web searches, and other resources to identify solutions to complex issues.Be able to work in a team environment with other IT professionals.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 to include 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.Escalates appropriately to senior IT personnel.Install and upgrade software on end-user computers.Local travel and occasional overnight stays will be required.Critically analyze helpdesk tickets for patterns and root cause. Regularly report to management your findings and recommend solutions to permanently resolve or mitigate issuesRepresent the “voice of the user” in regards to prioritizing issues to resolve- balancing quantity and severity of the symptoms to determine which issues serve the “greatest good”Assumes and executes additional responsibilities as assigned.Knowledge/Skills/AbilitiesMust be self-motivated to learn and support new and fast-changing technologies on multiple platforms.Must demonstrate strong verbal and written skills in order to provide effective phone, desk-side, and email support.Excellent interpersonal skillsExceptional work habits under pressureEducation/ ExperienceThe position requires experience in hardware, software, and network troubleshooting, or equivalent training and/or education are necessary. Customer service training and/or experience are beneficial.Interactions must be handled with diplomacy and tact. 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 a huge plus!Benefits We Offer:Paid Holidays and Paid Time Off (PTO)401(k) Retirement PlanHealth and Vision InsuranceEmployer-Paid Dental Insurance, Life Insurance, Care.com Membership & Employee Assistance ProgramSupplemental Coverage (Disability, Critical Illness, Accident)Career Growth and Development OpportunitiesIn hometown communities, SGA Dental Partners is a beacon of positive energy, delivering the highest level of clinical excellence and patient-centered care. Apply today to join us in making a difference!In order to maintain a high level of clinical excellence, SGA Dental Partners and dental practices affiliated with SGA maintain a drug free and alcohol free workplace. All new hires are required to pass a full panel drug screening as a condition of employment.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.