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Help Desk Technician (Level 1)
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Job Title: Help Desk Technician (Level 1)
Reports To: Director of Service
Job Description:
The Help Desk Technician’s role is to ensure proper computer, networking, and dental equipment operation and functionality so end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution will involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person and/or remote hands-on help at the desktop level.
Job Requirements:
Knowledge & Experience
- Remote and/or on-site End User support experience preferred.
- Knowledge of basic computer hardware and operating systems, including Desktops, Notebooks, and peripheral devices running modern Windows Desktop and Windows Server operating systems. (CompTIA A+ certification is helpful)
- Knowledge of basic network hardware, including switches, routers, modems, and wireless access points within both workgroup and domain environments (CompTIA Network+ and/or Security+ certification is helpful)
- Working knowledge of a range of common diagnostic utilities
- Good understanding of the organization’s goals and objectives
- Exceptional written and oral communication skills
- Exceptional people skills, with a focus on rapport-building, listening, and questioning skills
- Strong documentation skills
- Experience with ConnectWise Manage, ConnectWise Control, Sophos, UniFi, Arcserve SPX and ImageManager, and Microsoft 365’s office suite is beneficial.
Personal Attributes
- Exceptional customer service orientation
- Highly self-motivated, self-directed, and deadline driven
- Strong desire to learn new skills, softwares, and solutions
- Ability to conduct research into a wide range of computing issues as required
- Proven analytical and problem-solving abilities
- Keen attention to detail
- Ability to absorb and retain information quickly
- Experience working in a team-oriented, collaborative environment
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Ability to present ideas and explanations in user-friendly language
Duties and Responsibilities
- Deployment, management and troubleshooting of desktops, servers, peripheral devices, and network hardware
- Deployment, management and troubleshooting of dental business and image management softwares
- Field incoming support requests from end users via both telephone and e-mail in a courteous manner
- Document all pertinent end user identification information, including name, practice contact information, and nature of support request
- Prioritize and address support requests, escalating through proper channels when required
- Record, track, and document the support request problem-solving process, including all successful and unsuccessful decisions made, and any hardware or software asset actions taken, through to final resolution
- Apply diagnostic utilities to aid in troubleshooting
- Utilize Advanced Intelligence tools such as Gemini and Copilot to aid in research and diagnostics while accurately detecting and discrediting inaccurate information provided by such tools.
- Access software updates, drivers, knowledgebases, and FAQ resources on the internet to aid in problem resolution
- Identify and learn appropriate software and hardware used and supported by the organization
- Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications
- Deployment and management of anti-malware and security solutions
- Test fixes to ensure problem has been resolved
- Other duties as assigned
- Evaluate documented resolutions and analyze trends for ways to prevent future problems
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