Service Desk Analyst

Mb2-Dental-4; Carrollton (TX); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Life insurance

Short-term disability

Long-term disability

PTO

Paid holidays

401(k) traditional

401(k) Roth

Job summary

MB2 Dental is seeking a Service Desk Analyst to optimize end-user IT systems, resolve IT issues, and support on-site staff and partner offices.

The role emphasizes performance analysis, Tier 2+ support, and collaboration with vendors to maintain IT operations in a healthcare context. MB2 offers a comprehensive benefits package including health/dental/vision, disability coverage, PTO, paid holidays, and 401(k) options.

Qualifications

• CompTIA A+ and Net+ certs or 3+ years in IT performance analysis and end-user support; healthcare experience is a plus.
• Experience operating at Tier 2 or higher within a service desk/technical support environment.
• Ability to lift up to 75 lbs. and assist with equipment setup/relocation
• Proficiency in customer relationship management (CRM) and ticketing/task management tools
• Strong analytical and problem-solving skills; excellent communication and interpersonal abilities
• Highly organized with strong time-management skills; detail-oriented

Responsibilities

• Resolve end-user IT issues for remote partner offices and onsite users
• Prioritize IT concerns and escalate when needed
• Perform system installations, updates, and maintenance for practice management systems
• Collaborate with vendors to resolve remote partner office issues
• Document processes and maintain service desk records
• Participate in staff meetings to recommend IT performance optimizations
• Collaborate with internal departments to meet IT needs
• Assist with evolving business needs as assigned

Skills

IT performance analysis

End-user support

Analytical thinking

CRM software

Task management software

Collaboration & communication

Organizational skills

Time management

MacOS experience

Dental practice knowledge

Tools

CRM software

Ticketing software

Job description

Overview

At MB2 Dental, we prioritize superior customer service and the efficient operation of our information technology systems. We are seeking a highly capable Service Desk Analyst to assess and optimize the performance of our end-user IT systems and software. The Service Desk Analyst will be responsible for analyzing IT system performance, resolving IT equipment and software issues, and providing IT support to on-site staffand partner offices.

MB2 Dental is pleased to offer a competitive compensation package that includes medical/dental/vision/life insurance; short- and long-term disability; PTO; paid holidays; traditional and Roth 401(k) options; and more.

Service Desk Analyst Responsibilities:

• Resolve incoming end-user IT-related issues for remote partner offices and onsite users
• Prioritize the resolution of IT concerns and escalate issues to relevant stakeholders
• Perform system installations, updates, and maintenance for practice management systems
• Collaborate with vendors to resolve remote partner office issues
• Document processes and maintain service desk records
• Actively participate in staff meetings to recommend optimizations for IT performance and prevent future problems
• Collaborate with internal departments to ensure IT needs are met
• Perform additional duties as assigned to support evolving business needs.

Service Desk Analyst Requirements:

• CompTIA A+ and Net+ certifications or at least 3 years ofexperience in IT performance analysis and end-user support; experience within the healthcare industry is a plus.
• Must have experience operating at Tier 2 or higher within a service desk or technical support environment
• Ability to lift up to 75 lbs. and assist with equipment setup and relocation when necessary
• Proficiency in customer relationship management (CRM) and task management software
• Exceptional analytical and problem-solving skills
• Advanced collaboration, communication, and interpersonal skills
• Excellent organizational and time management skills
• MacOS experience or certification is highly preferred, particularly for supporting end users who rely on Apple products and services
• Dental support experience is a plus, as familiarity with dental practice management systems and technologies will be beneficial when supporting our teams

MB2 Dental Solutions, LLC is an equal opportunity employer.

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