Help Desk Technician (Level 1)

Goetze Dental•Kansas City, KS

12h

About The Position

The Help Desk Technician’s role is to ensure proper computer, networking, and dental equipment operation and functionality so end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests. Problem resolution will involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person and/or remote hands-on help at the desktop level.

Requirements

Remote and/or on-site End User support experience preferred.
Knowledge of basic computer hardware and operating systems, including Desktops, Notebooks, and peripheral devices running modern Windows Desktop and Windows Server operating systems. (CompTIA A+ certification is helpful)
Knowledge of basic network hardware, including switches, routers, modems, and wireless access points within both workgroup and domain environments (CompTIA Network+ and/or Security+ certification is helpful)
Working knowledge of a range of common diagnostic utilities
Good understanding of the organization’s goals and objectives
Exceptional written and oral communication skills
Exceptional people skills, with a focus on rapport-building, listening, and questioning skills
Strong documentation skills
Exceptional customer service orientation
Highly self-motivated, self-directed, and deadline driven
Strong desire to learn new skills, softwares, and solutions
Ability to conduct research into a wide range of computing issues as required
Proven analytical and problem-solving abilities
Keen attention to detail
Ability to absorb and retain information quickly
Experience working in a team-oriented, collaborative environment
Ability to effectively prioritize and execute tasks in a high-pressure environment
Ability to present ideas and explanations in user-friendly language

Nice To Haves

Experience with ConnectWise Manage, ConnectWise Control, Sophos, UniFi, Arcserve SPX and ImageManager, and Microsoft 365’s office suite is beneficial.

Responsibilities

Deployment, management and troubleshooting of desktops, servers, peripheral devices, and network hardware
Deployment, management and troubleshooting of dental business and image management softwares
Field incoming support requests from end users via both telephone and e-mail in a courteous manner
Document all pertinent end user identification information, including name, practice contact information, and nature of support request
Prioritize and address support requests, escalating through proper channels when required
Record, track, and document the support request problem-solving process, including all successful and unsuccessful decisions made, and any hardware or software asset actions taken, through to final resolution
Apply diagnostic utilities to aid in troubleshooting
Utilize Advanced Intelligence tools such as Gemini and Copilot to aid in research and diagnostics while accurately detecting and discrediting inaccurate information provided by such tools.
Access software updates, drivers, knowledgebases, and FAQ resources on the internet to aid in problem resolution
Identify and learn appropriate software and hardware used and supported by the organization
Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications
Deployment and management of anti-malware and security solutions
Test fixes to ensure problem has been resolved
Other duties as assigned
Evaluate documented resolutions and analyze trends for ways to prevent future problems