IT Support Technician

About DDS Lab

Technology is essential in all we do. Established in 2005, DDS Lab is a full-service, national, board-certified dental laboratory dedicated to excellence in dental products and services, which are delivered from a global network of fully owned and operated labs. Our operations are highly efficient and tailored to the unique needs of each dental practice. We pride ourselves on continuity of supply, real-time collaboration, and innovative technologies that help our customers succeed. We seek passionate professionals ready to make an impact through service and innovation.

Position Summary

As an IT Support Technician, you will play a critical role in supporting our fast-paced, technology-driven organization. This role provides critical on-site and remote Tier 1 and Tier 2 support, ensuring smooth performance and reliability across software, hardware, devices, and identity management systems.

You’ll be counted on to work independently with limited direction and demonstrate a proactive approach in identifying and resolving issues. You will also be instrumental in shaping and implementing ITIL-aligned best practices to help elevate the performance and maturity of our IT service delivery.

Essential Duties

• Serving as a primary point of contact for Tier 1 and Tier 2 technical support, delivering timely and effective resolutions for hardware, software, and system issues, you will touch our entire organization.
• Maintain and troubleshoot desktops, laptops, peripherals, and printers to ensure operational continuity and minimal downtime.
• Provide expert support and guidance on Microsoft 365 applications, including Outlook, Teams, and SharePoint, helping end users optimize productivity and collaboration.
• Manage user accounts within Active Directory and Azure Active Directory, ensuring proper access controls and adherence to security protocols.
• Administer the IT service request system (Zendesk), tracking and prioritizing requests with a strong commitment to service-level expectations, continuous improvement and ensuring our internal Customers are kept apprised of status.
• Lead the technical setup and onboarding of new employees by provisioning devices, configuring software, and delivering orientation on IT policies and best practices.
• Collaborate with team members and escalate complex issues appropriately, contributing to knowledge sharing and enhanced support workflows.
• Proactively identify and resolve recurring technical issues and process inefficiencies, recommending ITIL-aligned improvements.
• Ensure all activities, documentation, and communications reflect a high standard of professionalism and align with the organization’s service-centric values.

Required Experience and Skills

• High school diploma.
• Minimum 3 years’ experience in a similar role with hands-on support of Microsoft 365, Windows OS, Active Directory, and basic networking.
• Exposure to Microsoft Azure Active Directory, SharePoint, and Teams administration.
• Experience using a service request system such as Zendesk, Service Now, Jira Service Management, Manage Engine, or similar.
• Understanding of basic network administration and security concepts.
• Strong troubleshooting and problem-solving skills across hardware and software environments.
• Demonstrated ability to manage tasks independently with a self-starter mindset and clear prioritization skills.
• Exceptional customer service skills with a professional, positive, “can do” demeanor.

Desirable Qualifications

The following certifications and experiences are not required but will be viewed favorably:

• Higher education.
• Certifications such as CompTIA A , ITIL Foundation, or related Microsoft certifications.
• Familiarity with ITSM frameworks (especially ITIL) and process documentation.

What You'll Gain

• The opportunity to make a meaningful impact in a growing, innovative healthcare technology organization.
• A dynamic environment where you can bring ideas to life and be part of a team advancing excellence in dental services.
• The chance to shape not only our IT practices but also your professional journey, contributing to a team that thrives on excellence, innovation, and growth.