Tier 1 Help Desk Technician (Hawaii Standard Time Shift)

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

About This Role

Darkhorse Tech is a managed IT services provider built for dental. We support dental practices, specialists, multi-location groups, and DSOs across the country with day-to-day IT support, cybersecurity, cloud hosting, and email security.

We are hiring a Tier 1 Help Desk Technician to cover the Hawaii Standard Time business day. You will be the first voice our Hawaii and Pacific-region dental clients hear when something breaks, and for much of your shift you will be the one solving it.

This is a real ownership seat, not an overflow queue. Read the schedule carefully: this position works 8:00 AM to 5:00 PM HST. You can live anywhere in the US as long as you can consistently work those hours.

What You’ll Do

• Take inbound calls and tickets from dental practices and resolve Tier 1 issues on first contact
• Handle password resets, user account setup, printer and print queue problems, wireless configuration, drive mapping, and workstation troubleshooting
• Support Windows 10 and newer, Microsoft 365, macOS, and dental practice management software including Open Dental
• Set up and configure PCs, printers, peripherals, and basic network equipment
• Work with vendors to open and drive support cases on behalf of clients
• Document your work thoroughly enough that a teammate on the mainland can pick it up cold the next morning
• Know the difference between an issue that can wait until tomorrow and one that has to be escalated right now, and act on it
• Provide limited Saturday coverage as part of an on-call rotation

What We’re Looking For

• At least 1 year of technical support experience
• At least 1 year of customer service experience
• Strong written communication. In this role your documentation is the handoff.
• Calm, clear phone presence with people who are stressed and not technical
• Genuine comfort working independently. For a good part of your shift, you are the one on
• Reliability. Our clients are counting on the shift being covered

Nice to Have

• MSP or multi-client support experience
• Dental or healthcare IT background, especially Open Dental
• ConnectWise or similar PSA experience
• CompTIA A+ or equivalent

Requirements

• Ability to reliably work 8:00 AM to 5:00 PM Hawaii Standard Time, Monday through Friday with a rotating Saturday
• Must be based in the United States
• Quiet, private home work space suitable for calls involving patient information
• Reliable high-speed internet, wired preferred
• High school diploma or equivalent. IT degree or equivalent hands-on experience preferred

Why Darkhorse

We are 100+ people who work almost entirely in one industry, which means we get good at it. Our technicians are not generalists guessing at a dental practice’s software. You will be trained on the systems dental offices actually run, and you will build real relationships with the practices you support instead of taking anonymous tickets off a national queue.

If you want a support job where the client knows your name, this is one.

Darkhorse Tech is an equal opportunity employer.