Remote IT Analyst I — Help Desk for Dental Offices

Heartland; Indianapolis (IN); Remote; USD 52.000 - 76.000; Vollzeit

Zusammenfassung

Heartland Dental is seeking an IT Analyst 1 – Inbound (DO Hardware) to provide remote support to dental office teams, troubleshoot software, hardware, networks and imaging systems.

You will serve as a key contact for technical inquiries, manage service desk tickets, and escalate issues when needed while meeting KPIs. This entry-level role reports to the IT Dental Office Support Manager or Supervisor and requires strong communication and customer service skills.

Qualifikationen

• 1+ years’ experience troubleshooting hardware over the phone.
• Strong communication and organizational skills.
• Proven customer service abilities and attention to detail.
• Will to work under pressure and manage multiple tasks.

Aufgaben

• Answer inbound phone calls and provide prompt, effective support
• Respond to electronic requests from customers in a timely manner
• Implement and support services for Microsoft related technologies: Windows Server, Windows workstation OS, Microsoft Office, etc.
• Implement system solutions for supported offices using technologies that meet their needs
• Implement and support disaster recovery solutions to ensure business continuity
• Provide technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security
• Provide remote access solution implementation and support
• Maintain system documentation, including regular system reviews and recommendations.
• Troubleshoot and resolve computer hardware and software issues
• Track and monitor status of inquiries, collaborating with appropriate resources to facilitate resolution
• Document and elevate complex issues as needed to higher-level support teams
• Train end users on computer and application usage
• Provide remote technical support to dental office team members
• Perform software installations and upgrades to ensure compatibility and functionality
• Maintain and upgrade computer systems, practice management software, digital imaging software and digital imaging devices
• Participate in a rotational on-call providing support until 8PM Monday-Friday and Saturday mornings
• Meet or exceed documented KPIs
• Other projects as assigned

Kenntnisse

Microsoft Office proficiency

Phone-based hardware troubleshooting

Strong communication

Attention to detail

Customer service

Ausbildung

Associate degree IT

Tools

Active Directory

Azure familiarity

Networking basics

Jobbeschreibung

Heartland Dental is seeking an IT Analyst 1 – Inbound (DO Hardware) to provide remote support to dental office teams, troubleshoot software, hardware, networks and imaging systems.

You will serve as a key contact for technical inquiries, manage service desk tickets, and escalate issues when needed while meeting KPIs. This entry-level role reports to the IT Dental Office Support Manager or Supervisor and requires strong communication and customer service skills.