Tier 1 Dental IT Help Desk — Hawaii Hours

Darkhorse Tech; Hawaii; Remote; USD 45,000 - 65,000; Full time

Job summary

Darkhorse Tech is hiring a Tier 1 Help Desk Technician to cover the Hawaii Standard Time workday. You will be the first contact for Hawaii and Pacific-region dental clients, resolving Tier 1 issues on first contact and documenting thoroughly for handoffs.

Responsibilities include supporting Windows 10+, M365, macOS, Open Dental, and basic network tasks. A strong customer service background and reliable, independent work style are essential.

Qualifications

• At least 1 year of technical support experience.
• At least 1 year of customer service experience.
• Strong written communication; your documentation is the handoff.
• Calm, clear phone presence with stressed, non-technical callers.
• Genuine comfort working independently for long shifts.
• Reliability; clients rely on shift coverage.

Responsibilities

• Take inbound calls and tickets from dental practices and resolve Tier 1 issues on first contact.
• Handle password resets, user account setup, printer problems, and basic network tasks.
• Support Windows 10+, Microsoft 365, macOS, and Open Dental.
• Set up and configure PCs, printers, peripherals, and basic network gear.
• Work with vendors to open and drive support cases for clients.
• Document work so a teammate on the mainland can pick it up next morning.
• Decide if an issue can wait or must be escalated immediately.
• Provide limited Saturday coverage as part of on-call rotation.

Skills

Customer service experience

Technical support

Written communication

Phone presence

Independent work

Reliability

Education

High school diploma or equivalent

IT degree or hands-on experience preferred

CompTIA A+ or equivalent

Tools

Open Dental

ConnectWise

Job description

Darkhorse Tech is hiring a Tier 1 Help Desk Technician to cover the Hawaii Standard Time workday. You will be the first contact for Hawaii and Pacific-region dental clients, resolving Tier 1 issues on first contact and documenting thoroughly for handoffs.

Responsibilities include supporting Windows 10+, M365, macOS, Open Dental, and basic network tasks. A strong customer service background and reliable, independent work style are essential.