IT Analyst 1 Inbound DO Hardware

IT Analyst 1 - Inbound, DO Hardware

Are you passionate about technology and enjoy solving problems in a fast-paced, customer-focused environment? Join our team as an IT Analyst 1 – Inbound (DO Hardware) where you’ll provide remote assistance to dental team members, troubleshooting a variety of IT systems including software, hardware, networks, and digital imaging systems. You’ll serve as a key point of contact for technical inquiries, document and manage service desk tickets, and ensure issues are resolved or escalated efficiently.

Heartland Dental is the nation's largest dental support organization, providing non-clinical administrative support services to more than 3,000 supported doctors across 39 states and the District of Columbia in 1,900+ dental offices. Each Heartland Dental supported office is unique to the community and the patients they serve. Supported doctors are the clinical leaders of their practice, retain full clinical autonomy, and establish their own care philosophies. All Heartland Dental supported doctors are united by a common goal: delivering the highest quality dental care and patient experiences.

This position reports to IT Dental Office Support Manager or Supervisor.

Below is an overview of the duties and responsibilities associated with this position:

• Answer inbound phone calls and provide prompt, effective support
• Respond to electronic requests from customers in a timely manner
• Implement and support services for Microsoft related technologies: Windows Server, Windows workstation OS, Microsoft Office, etc.
• Implement system solutions for supported offices using technologies that meet their needs
• Implement and support disaster recovery solutions to ensure business continuity
• Provide technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security
• Provide remote access solution implementation and support
• Maintain system documentation, including regular system reviews and recommendations.
• Troubleshoot and resolve computer hardware and software issues
• Track and monitor status of inquiries, collaborating with appropriate resources to facilitate resolution
• Document and escalate complex issues as needed to higher-level support teams
• Train end users on computer and application usage
• Provide remote technical support to dental office team members
• Perform software installations and upgrades to ensure compatibility and functionality
• Maintain and upgrade computer systems, practice management software, digital imaging software and digital imaging devices
• Participate in a rotational on-call providing support until 8PM Monday-Friday and Saturday mornings

• Meet or exceed documented KPIs
• Other projects as assigned

Minimum Requirements:

• Strong computer skills, including experience with Microsoft Office
• 1+ years’ experience in troubleshooting hardware systems over the phone
• Strong organizational skills, accuracy and attention to detail
• Ability to work well under pressure and prioritize multiple tasks
• Strong verbal and written communication skills
• High level of maturity, personal initiative, and sound judgment with the ability to interact with co-workers in a collegial manner to accomplish common tasks.
• Attendance and punctuality are essential
• Practical customer service skills, demonstrating the ability to manage customer inquiries and deliver exceptional service

Desired Experience

• Completion of associates degree in IT field
• Active Directory experience
• Familiarity with Azure
• Computer networking experience

Physical Requirements:

• Able to perform essential duties satisfactorily with or without reasonable accommodation; reasonable accommodation may be made to enable individuals with disabilities to perform the essential duties of the position.
• Able to sit at a desk for prolonged periods and work on a computer.
• Able to lift up to 15 pounds at times.

We put our people first at Heartland Dental, and that shows in our generous benefits package.

Company retains the sole discretion to change the duties of the position at any time.

We provide all employees and applicants for employment the protections of federal, state, and local laws affording equal opportunity in employment.