IT Analyst 1, DO Hardware

Remotely assists dental team members with IT related questions and issues including but not limited to software, hardware, network and digital imaging systems. This employee will answer service desk calls escalated from Triage or Tier 1 technicians, provide expertise in supported systems, create service desk tickets, document issue resolution, and record the incident.

With more than 1,700 dental offices supported across 38 states, and over 20,000 team members, Heartland Dental has a proven track record of growth and success. We’re looking for professional individuals who are open, positive and mentally flexible to join our network of support.

This position reports to IT Dental Office Support Manager.

Responsibilities

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

• Implement and support services for Microsoft related technologies: Windows Server, Windows 10, Microsoft Office, etc.
• Implement system solutions for supported offices using technologies that meet their needs.
• Implement and support disaster recovery solutions.
• Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
• Remote access solution implementation and support.
• System documentation to include system reviews and recommendations.
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
• Troubleshoot computer hardware and software issues.
• Tracks status of inquiries by checking with appropriate I.T. resource to facilitate resolution.
• Document and escalate problems as necessary.
• Train end users on computer and application usage.
• Provide remote technical support to dental office team members.
• Software installations.
• Maintenance and upgrading of computer systems.
• Maintenance and upgrading of practice management software, digital imaging software and digital imaging devices.
• Partner with 3rd party vendors as needed.
• Rotational on-call providing support until 8PM Monday-Friday and Saturday AM.

Minimum Requirements:

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

Desired Experience

• 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.