Service Desk Analyst II: End-User IT Support & Ops Lead

MB2 Dental; Carrollton (TX); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

PTO

Paid holidays

401(k) options

And more

Job summary

MB2 Dental is seeking a Service Desk Analyst II to join our IT team in Carrollton, TX. You will support end-user IT systems for onsite staff and remote partner offices, manage tickets, and provide desk-side and remote assistance.

The role requires strong troubleshooting, service-minded communication, and experience with clinic management software such as Dentrix, Eaglesoft, or Dexis in a fast-paced dental environment. MB2 Dental offers comprehensive benefits and growth opportunities.

Qualifications

• CompTIA A+ and Net+ certifications or 5+ years IT end-user support in health industry.
• Ability to lift up to 75 lbs. and assist with equipment setup.
• Proficiency with CRM and task management software.
• Strong analytical, problem-solving, and interpersonal skills.

Responsibilities

• Answer inbound service desk calls and resolve end-user IT issues for remote and onsite users, logging each contact in Issuetrak.
• Own a daily ticket queue, prioritize, follow up, and document steps for continuity.
• Provide desk-side support at headquarters and assist with company events.
• Troubleshoot desktops, laptops, monitors, printers, scanners, and imaging sensors.
• Triage issues with practice management and imaging software (Dentrix, Eaglesoft, Dexis).
• Resolve account, password, VPN, and remote access problems.
• Troubleshoot outages and network problems, coordinating with providers as needed.
• Coordinate vendor on-site support, write scope, schedule, and close requests.
• Submit hardware replacement requests with quotes and approvals.
• Escalate with complete notes and maintain ownership of user relationship until resolved.
• Participate in on-call and overtime rotation; contribute to staff meetings and IT optimizations.

Skills

A+ certification

Net+ certification

IT support

CRM software

Time management

Analytical skills

Collaboration

Communication

Tools

Issuetrak

VPN

Remote support tools

Job description

MB2 Dental is seeking a Service Desk Analyst II to join our IT team in Carrollton, TX. You will support end-user IT systems for onsite staff and remote partner offices, manage tickets, and provide desk-side and remote assistance.

The role requires strong troubleshooting, service-minded communication, and experience with clinic management software such as Dentrix, Eaglesoft, or Dexis in a fast-paced dental environment. MB2 Dental offers comprehensive benefits and growth opportunities.