MB2 Dental

Service Desk Analyst II Responsibilities:

• Answer inbound service desk calls and resolve end-user IT issues for remote partner offices and onsite users, logging every contact in the ticketing system (Issuetrak).
• Own a daily ticket queue: work tickets by priority and age, follow up with users until resolved, and document every step so the next person can pick up the issue.
• Provide desk-side (walk-up) support at headquarters and help support company events.
• Troubleshoot and repair desktops, laptops, monitors, printers, scanners, and imaging sensors, including driver, BIOS, and system file repairs and equipment replacements.
• Triage and document issues with practice management and imaging software (such as Dentrix, Eaglesoft, and Dexis), including connectivity, login, and X-ray image problems, and escalate to the appropriate software vendor for resolution. Prior knowledge of these applications is not expected.
• Resolve account, password, and access issues, including VPN, Splashtop remote access, remote PCs, virtual machines, and shared drives.
• Troubleshoot office outages and network problems, including internet, Wi-Fi, firewall and switch, server, and battery backup issues, working with internet providers and vendors as needed.
• Request vendor on-site (dispatch) support: write the scope of work, schedule the visit with the office manager, confirm the work was done, and close the request.
• Submit and track hardware replacement requests, including quotes, approvals, and delivery, and keep the practice updated.
• Escalate to Operations, Infrastructure, Field Services, or other teams with complete notes, and keep ownership of the user relationship until the issue is resolved.
• Participate in the on-call and overtime rotation to support practices outside regular hours.
• Actively participate in staff meetings to recommend optimizations for IT performance and prevent future problems.
• Collaborate with internal departments to ensure IT needs are met.
• Perform additional duties as assigned to support evolving business needs.

Service Desk Analyst II Requirements:

• CompTIA A+ and Net+ certifications or 5 or more years of experience in IT performance analysis and end-user support in the health industry.
• Ability to lift up to 75 lbs. and assist with equipment setup and relocation when necessary.
• Proficiency in customer relationship management (CRM) and task management software.
• Exceptional analytical and problem-solving skills.
• Advanced collaboration, communication, and interpersonal skills.
• Excellent organizational and time management skills.

Preferred Qualifications:

• Working knowledge of macOS or a related Apple certification, which is advantageous when supporting end users of Apple products and services.
• Prior experience in a dental or healthcare setting, including familiarity with dental practice management and imaging systems, is considered an asset.