IT Support Specialist- Milford, Delaware

Dentsply Sirona is the world’s largest manufacturer of professional dental products and technologies, with a 130-year history of innovation and service to the dental industry and patients worldwide. Dentsply Sirona develops, manufactures, and markets a comprehensive solutions offering including dental and oral health products as well as other consumable medical devices under a strong portfolio of world class brands. Dentsply Sirona’s products provide innovative, high-quality and effective solutions to advance patient care and deliver better and safer dentistry. Dentsply Sirona’s global headquarters is located in Charlotte, North Carolina. The company’s shares are listed in the United States on NASDAQ under the symbol XRAY.

Bringing out the best in people

As advanced as dentistry is today, we are dedicated to making it even better. Our people have a passion for innovation and are committed to applying it to improve dental care. We live and breathe high performance, working as one global team, bringing out the best in each other for the benefit of dental patients, and the professionals who serve them. If you want to grow and develop as a part of a team that is shaping an industry, then we’re looking for the best to join us.

Working At Dentsply Sirona You Are Able To

Develop faster - with our commitment to the best professional development.

Perform better - as part of a high-performance, empowering culture.

Shape an industry - with a market leader that continues to drive innovation.

Make a difference -by helping improve oral health worldwide.

As the IT Support Specialist you will perform analytical, technical, and administrative work in the planning and installation of new and existing personal devices and workstations. You will be responsible for diagnosing and resolving problems in response to customer reported incidents. You will confer with end users to determine types of hardware and software required as well as install new hardware and software and maintain existing components. You will train end users in the use of equipment and software, perform general maintenance tasks, troubleshoot and resolve issues with user devices and peripheral equipment located throughout the organization. You will be responsible for preparing progress reports for all work performed, evaluating products for compatibility, expandability, ease of use and support, and recommend to management the support or nonsupport of evaluated products. Duties are performed at various levels within the defined title.

Key Responsibilities

• Provide advanced customer service and technical support to end-users for hardware and software
• Analyze, research, and resolve complex end-user escalation incidents or issues and troubleshooting from other IT support staff; escalate as necessary
• Install, configure, and test installed hardware and software on new or existing devices, in accordance with standard procedures
• Set up new equipment and devices; set up and maintain workstations; provide appropriate access to applications, systems, and data
• Provide guidance and explain policies and procedures to IT support staff and end-users
• Train customers on new devices and technologies
• Communicate and translate technical information to non-technical end users; maintain communication and monitor incident through resolution
• Participate in the maintenance, implementation, troubleshooting, and end-user support for applications, mobile devices, and servers
• Implement security policies and protocols
• Review, update, and maintain documentation to ensure internal processes and procedures, workflows, and training manuals are current
• Review and evaluate new hardware and software products; recommend the implementation of new products
• Replace equipment that has reached the end of its warranty or lifecycle
• Create, track, and maintain reports and provide updates to management
• Assist in tracking and maintaining hardware and software inventory; interact with vendors
• May monitor infrastructure issues and resolve or escalate to higher levels of support
• May mentor, train, and direct the work of other staff members and/or student workers
• Maintains full compliance with all corporate network Standards and SOPs as well as all SOX and FDA Part 11 guidelines.
• Prioritize and implement standard services
• Troubleshoot client login issues to determine and resolve the reported problem (Account, Connectivity, and Cisco VPN)
• Active Directory User Management (Creations, Terminations, Attribute Modifications, Group Memberships)
• Advanced knowledge of Microsoft M365 Products (Outlook, Office, Teams, SharePoint, Yammer, Planner, OneDrive)
• Additional responsibilities as assigned
  
  

Key Skills and Education

• Excellent communication skills, especially with business and IS/IT technicians
• Strong organizational and planning skills
• Competency in IT service management processes
• Competency in change management processes
• Comprehensive experience in project management / multi-project management
• Practical knowledge & experience of the requirements of an up-to-date IT
  
  

Education

• Relevant Technical training preferred.
• Microsoft Certification preferred.
  
  

Language Skills

• English - Advanced, any other language is an advantage
  
  

Years And Type Of Experience

• 1- 2 years’ relevant experience
  
  

Key Required Skills, Knowledge And Capabilities

• Internationally and culturally aware
• Strategic focus with the ability to also operate tactically when needed
• Exceptional Analytical thinking with effective judgment and decision-making capabilities
• Patience with users and ability to remain calm
• Strong written and verbal communication skills
• Problem-solving and research skills that translate to the ability to find solutions for customer problems when a solution is not immediately apparent
• Interpersonal skills that function to create connections and positive experiences for customers
• Technological skills specific to the company’s products and trouble-shooting practices
  
  

DentsplySirona is an Equal Opportunity/ Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, disability, or protected Veteran status. We appreciate your interest in DentsplySirona.

If you need assistance with completing the online application due to a disability, please send an accommodation request to careers@dentsplysirona.com. Please be sure to include “Accommodation Request” in the subject.

For California Residents

We may collect the following categories of personal information in connection with the submission of your resume or application materials to us for employment, and if hired, your employment with us: identifiers (e.g., name, address, email address, birthdate); personal records (e.g., telephone number, signature, education information, criminal background information, passport number and visa information); consumer characteristics (e.g., sex, marital status, veteran status, race, disability, sexual orientation); professional or employment information (e.g., resume, cover letter, employment history, background check forms, references, certifications, transcripts and languages spoken); and inferences from personal information collected (e.g., a profile reflecting abilities and aptitudes).

The above categories of personal information are collected for the following business purposes: performing recruitment and hiring services; processing interactions and transactions (e.g., to comply with federal and state laws requiring us to maintain certain records, managing the workforce); and security (e.g., detecting security incidents, protecting against fraudulent or illegal activity).

For additional details and questions, contact us at careers@dentsplysirona.com