Help Desk Support - Tier II

Dental Care Alliance • Sarasota, FL

34d • Remote

About The Position

Dental Care Alliance, recognized as one of the Top 50 growth companies on Florida's Gulf Coast, is actively seeking an IT Help Desk Support-Tier II professional to join our team. Our ideal candidate will possess a minimum of 3 years of experience in IT Support. This position is fully remote unless you are in the Sarasota, Florida area. Our DCA Campus offers a local hub for collaboration and engagement. This role routinely uses standard office equipment such as laptop computers, smart phones, photocopiers, filing cabinets, and other presentation materials. As one of the country's largest and oldest dental support organizations, DCA supports more than 400 affiliated practices, encompassing all facets of general dentistry and all recognized dental specialties. As a result, DCA offers dental professionals groundbreaking career and affiliation opportunities.

Requirements

• High School Diploma / GED
• 3 - 5 Years of IT Support Services experience
• Proficiency in internetworking, TCP/IP, routing/switching, wireless networks, VPNs, network diagnostics, management and troubleshooting.
• Working knowledge of core Internet protocols including TCP/IP, DNS, FTP, etc.
• Experience with Microsoft Windows 2012R2, and 2016 server environments including installation, configuration and use of Active Directory.

Nice To Haves

• Bachelor's Degree in a Computer Science field preferred
• CompTIA A+ / CompTIA Network+
• MCSE
• Experience with managing Microsoft Hyper-V environments is a plus.
• Experience with Dental X-Ray / Imaging systems (with a focus on how these systems integrate with the workstation and the dental practice management software)
• Experience with Cisco Meraki preferred but not required
• Certifications a plus but not required.

Responsibilities

• Communicating with the requester to ensure they understand the current status of their ticket at the time of dispatch
• Employing good communication skills to resolve service requests and answer user inquiries regarding computer software or hardware operation to resolve problems
• Using the Critical Priority Escalation process for all new critical priority service requests
• Following the Ticket Flow process
• Oversee the daily performance of computer systems
• Observe system functioning to verify correct operations and detect errors
• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software
• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications
• Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities
• Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support
• Confer with staff, users, and management to establish requirements for new systems or modifications
• Prepare evaluations of software or hardware, and recommend improvements or upgrades
• Inspect equipment and read order sheets to prepare for delivery to users
• Modify and customize commercial programs for internal needs
• Conduct office automation feasibility studies, including workflow analysis, space design, or cost comparison analysis
• Working with vendor support and IT Management as needed to resolve tickets
• Handle service request escalations and instruct junior technicians on technical solutions

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Ambulatory Health Care Services
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees