Tier 1 Help Desk Technician (Hawaii Standard Time Shift)

Darkhorse Tech; United States; Remote; USD 42,000 - 64,000; Full time

Job summary

Darkhorse Tech, a focused MSP for dental practices, is hiring a Tier 1 Help Desk Technician to cover the Hawaii Standard Time business day. You will be the first point of contact for Hawaii and Pacific-region clients, handling IT issues across Windows, Microsoft 365, macOS, and dental software like Open Dental.

The role emphasizes ownership, requires 1+ year in technical support and customer service, and includes on-call Saturday coverage. You can live anywhere with a consistent schedule.

Qualifications

• Minimum 1 year of technical support experience.
• Minimum 1 year of customer service experience.
• Strong written communication for documentation handoffs.
• Calm, clear phone presence with stressed users.
• Ability to work independently for a significant portion of the shift.
• Reliable attendance for scheduled hours.

Responsibilities

• Take inbound calls and tickets from dental practices and resolve Tier 1 issues on first contact.
• Handle password resets, account setup, printer issues, wireless configuration, drive mapping, and workstation troubleshooting.
• Support Windows 10+ and Microsoft 365, macOS, and dental software including Open Dental.
• Set up PCs, printers, peripherals, and basic network equipment.
• Work with vendors to open and drive support cases for clients.
• Document work thoroughly so a mainland teammate can pick it up next morning.
• Know when to escalate issues and act accordingly.
• Provide limited Saturday coverage as part of an on-call rotation.

Skills

Technical support

Customer service

Written communication

Independent work

Reliability

Phone etiquette

Education

High school diploma

IT degree or hands-on experience

Tools

ConnectWise

Open Dental

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, which is 2:00 PM to 11:00 PM Eastern. You can live anywhere 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 (2:00 PM to 11:00pm Eastern Time), Monday through Friday
• 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.