Tier 2 IT Support Specialist

Syntec, LLC; Kentucky; On-site; USD 55,000 - 75,000; Full time

Job summary

Syntec, LLC, a dental-focused IT Managed Services Provider, is seeking a Tier 2 IT Support Specialist. The role covers in-office remote support, client onsite IT support, and field build-out projects while maintaining HIPAA compliance and cybersecurity best practices.

A proactive communicator dedicated to top-tier service will thrive here. The ideal candidate will join a team that values process, accuracy, and customer satisfaction, with opportunities to contribute to major upgrades and tech

Qualifications

• Experience with HIPAA and cybersecurity defenses is preferred.
• Prior work with an IT Managed Service provider is a plus.
• Tier 2 IT support with focus on in-office remote, client onsite, and field build-out projects.

Responsibilities

• Provide in-office remote support, client onsite IT support, and field build-out project work.
• Evaluate and prioritize incoming service requests (phone, voicemail, email, in-person).
• Troubleshoot Practice Management and Imaging software applications.
• Troubleshoot Digital Imaging devices (x-ray sensors, intraoral cameras, scanners).
• Troubleshoot Microsoft Windows and Networking issues (Printers, Scanners, peripherals).
• Provide support for backups, antivirus and endpoint protection.

Skills

Tier 2 IT Support

HIPAA knowledge

Cybersecurity awareness

Customer service

On-site support

Tools

Windows

Networking

Imaging software

Job description

Job Description

Job Description

Syntec is looking for a IT Support Specialist - Tier 2:
Syntec is Northern Ohio's premier dental-specific IT Managed Service Provider, located in northern Ohio. We provide Managed IT Services, ongoing IT Support, Consulting, Installation and Integration services to dental practices as their out-sourced IT Dept.

We’re currently looking to hire a Tier 2 IT Support Specialist on a full time, permanent basis. This is an additional position to our team. We’re looking to drive efficiencies throughout our service delivery and increase our customer experience satisfaction.

As a Tier 2 IT Support Specialist you'll mainly be focused on three types of work – in-office remote support, client onsite IT support, and in-the-field build-out project work. You will also be scheduled to assist with larger build-out and tech refresh projects on a case-by-case basis. The ideal candidate will have an understanding of HIPAA and current cybersecurity defenses. Previous employment with an IT Managed Service company is a plus.

Who we are:
Syntec is northern Ohio's premier IT Managed Services Provider for dental practices. Syntec provides information technology services and solutions solely to dental practices, including computer network support, HIPAA-compliant cyber security solutions, cloud backup and business continuity services, multimedia audio-video systems, infrastructure cabling and phone systems. We have cultivated a highly-specialized, professional and dependable team of experts, allowing us to support a wide variety of dental systems and platforms. We understand that our success is based on the value that our employees deliver through excellent customer service and technical expertise. Since 2010, Syntec has been Greater Cleveland Dental Society's exclusive Key Solutions Preferred Provider of Technology & I.T. Services. We are the leader in our field, and are committed to offering the best technical support experience to our clients.

What kind of person are we looking for?
Cutting Edge - As a Dental-specific IT Managed Service Provider, we are tasked with delivering the latest technology to our clients, while keeping their business objectives in the front of our minds. That means that we need you to know about new technologies, tools and trends to keep our team and our clients current. Previous experience and working knowledge of HIPAA and cybersecurity is a plus.

An Inquiring Mind - Our clients have questions, and as the leader in our field it's important that you give them accurate answers! Ideally, you’re not only an IT geek, but have a general understanding of business too and can speak like a human being, not a robot. Some of the time you'll work independently, but you are a part of our team, and you'll need to demonstrate your ability to help your teammates.

An ability to multitask - You'll be balancing client service requests, internal IT projects, external IT projects while simultaneously updating and completing your service tickets, updating training documentation, etc.

Steve McQueen - Calm, Cool, and Collected. We’re big on process and planning, but this is IT, we make a living fixing stuff that breaks or just doesn’t work the way it’s supposed to. Most of the time things go smooth, but you’re bound to be thrown a few curve balls. We need you to be able to take a deep breath, then get back to it, resolve the issue and leave our clients grinning ear to ear!

An Excellent Communicator - Our clients see us as an extension of their own team, and we need you to be able to talk to them on their terms, turn the geek-speak into something they can actually understand. Internally, you need to provide us with that same level of clear, concise communication.

What will you be doing every day?
As a Tier 2 IT Support Specialist, you will work directly with our clients and partners providing expertise and service with hardware and software installations, troubleshooting and providing ongoing desktop and remote support. You’ll do this by:

• Evaluating, and prioritizing incoming service requests (telephone, voicemail, e-mail, and in-person requests) for assistance from our clients experiencing problems with hardware, software, networking, server and other computer-related technologies.
• Troubleshooting Practice Management and Imaging software applications
• Troubleshooting Digital Imaging devices (x-ray sensors, intraoral cameras, scanners, etc.)
• Troubleshooting Microsoft Windows
• Troubleshooting Network, VoIP, Internet Issues, Peripherals (Printers, Scanners, and other devices)
• Providing support for backups, antivirus and endpoint protection software.
• Providing support for common busi