Remote Dental IT Help Desk Technician (Tier 1)

Darkhorse Tech; United States; Remote; USD 42,000 - 65,000; Full time

Job summary

Darkhorse Tech, a Hawaii-based IT services provider for dental offices nationwide, is hiring a Tier 1 Help Desk Technician to cover Hawaii Standard Time. You will be the first voice for Pacific-region clients, resolving Tier 1 issues on first contact and supporting Windows 10+, M365, macOS, and Open Dental.

This role requires clear written communication, independent work, and reliability, with limited Saturday on-call rotation. Quiet home workspace and reliable internet are expected.

Qualifications

• At least 1 year of technical support experience.
• At least 1 year of customer service experience.
• Strong written communication; documentation is the handoff.
• Calm, clear phone presence with stressed users.
• Ability to work independently for extended periods.
• Reliability; shift coverage required.

Responsibilities

• Take inbound calls/tickets from dental practices and resolve Tier 1 issues on first contact.
• Handle password resets, account setup, printer problems, wireless config, drive mapping, and workstation troubleshooting.
• Support Windows 10+, Microsoft 365, macOS, and Open Dental software.
• Set up/configure PCs, printers, peripherals, and basic network gear.
• Work with vendors to open/drive support cases for clients.
• Document work so mainland teammates can pick it up next morning.
• Escalate when issues cannot wait; act promptly.
• Provide limited Saturday coverage as part of on-call rotation.

Skills

Technical support

Customer service

Written communication

Independent work

Reliability

Education

High school diploma or equivalent

IT degree or equivalent hands-on experience preferred

Tools

Open Dental

Windows 10+

Microsoft 365

macOS

ConnectWise

Job description

Darkhorse Tech, a Hawaii-based IT services provider for dental offices nationwide, is hiring a Tier 1 Help Desk Technician to cover Hawaii Standard Time. You will be the first voice for Pacific-region clients, resolving Tier 1 issues on first contact and supporting Windows 10+, M365, macOS, and Open Dental.

This role requires clear written communication, independent work, and reliability, with limited Saturday on-call rotation. Quiet home workspace and reliable internet are expected.