IT Support Specialist

Reports to:

IT Support Lead

Headquarters:

Savannah, GA

Job Location:

Remote

What we do at Dental Claim Support:

DCS is a dental revenue cycle management company that works with dentists, dental offices and DSOs in the United States. DCS empowers dental teams by integrating highly trained RCM experts and a unique technology framework to maximize profitability and catalyze growth. Our dental billing systems and processes allow our employees to work all aspects of the full revenue cycle system efficiently, to increase profits for dental practices and groups.
Position Summary:

IT Support Specialists play a crucial role in an organization by providing technical support and assistance to end-users and ensuring the smooth operation of computer systems and networks. They are responsible for diagnosing and resolving hardware and software issues, assisting users with technology-related questions, and maintaining IT equipment and infrastructure.

How the IT Support Specialist fits in:

The IT Support Specialist is pivotal in maintaining the technology ecosystem of both dental practices and remote employees. As an IT Support Specialist, you will ensure the uninterrupted operation of dental software, provide technical support to remote workers, safeguard data security and compliance, and enable efficient workflows to contribute to the company's success in managing revenue for dental practices.

In this role, you will:

• Technical Support: Provide timely and effective technical support to end-users via various channels of communication. 
• Hardware and Software Troubleshooting: Diagnose and resolve hardware and software problems on desktops, laptops, and mobile devices. This includes issues related to operating systems, practice management softwares, applications, and peripherals.
• User Training: Assist users in understanding and effectively using technology by providing training and guidance.
• System Maintenance: Ensure the proper functioning of computer systems, servers, and network infrastructure. Perform routine maintenance tasks, updates, and necessary backups.
• Software Installation and Configuration: Install, configure, and update practice management and imaging software.
• Security and Access Control: Implement and maintain security measures, such as user access controls, anti-virus software, and firewalls.
• Documentation: Maintain accurate records of support requests, resolutions, and hardware/software inventory.
• Collaboration: Work with IT team members to address complex technical issues and collaborate on projects with multiple business units.

Success Criteria:

• Timely Issue Resolution: Measure the average time taken to resolve technical issues reported by end-users. The goal is to ensure quick problem resolution.
• User Satisfaction: Conduct periodic surveys or feedback sessions to gauge user satisfaction with IT support services. Aim for high satisfaction scores.
• Reduced Downtime: Track and minimize downtime caused by technical issues, system failures, or maintenance activities.
• Ticket Resolution Rate: Maintain a high ticket resolution rate, ensuring that most support requests are resolved within the initial contact.
• Training Impact: Evaluate the effectiveness of user training programs and assist with technical concerns to reduce repeat issues.
• Security Compliance: Ensure that the organization's security measures are implemented and up-to-date, and conduct regular security audits to identify and rectify vulnerabilities.
• Documentation Accuracy: Maintain accurate and up-to-date records of support activities and hardware/software inventory.
• Equipment Procurement Efficiency: Ensure that equipment and software are procured in a cost-effective and timely manner, meeting the needs of the organization.
• Collaboration and Teamwork: Effective collaboration within the IT team and the successful completion of collaborative projects with business units.

Requirements:

• 3 years in IT support.
• BA/BS in IT degree required, or commensurate with experience.
• Proficiency in dental practice management software preferred.
• Experience with remote access solutions.
• Strong interpersonal and communication skills.
• Ability to diagnose and resolve technical issues.
• Knowledge of data security and HIPAA compliance.
• Teamwork and interdepartmental collaboration.

Compensation:

$35,000 salary commensurate with experience

Benefits:

• Health insurance provided
• Vision and Dental Coverage
• Company matched 401k
• The option to work remotely
• A flexible work schedule
• Paid Time Off
• A culture of learning
• The opportunity to play a key role in a rapidly growing company

Our Company Values:

• Customer Success
• Transparency
• Reliability
• Professional Excellence
• Alignment