IT Support Specialist

Enable Dental•Fayetteville, AR

14d•$40,000 - $45,000

About The Position

The Tier 1 Tech Support Specialist will serve as the first point of contact for internal IT support, focusing on providing excellent service to Enable Dental's remote and mobile teams. This role requires a proactive and customer-focused approach to resolving technical issues, configuring hardware, and ensuring smooth operations for employees across the organization. Success in this position means effectively troubleshooting issues, supporting user needs, and contributing positively to Enable Dental’s collaborative work culture.

Requirements

1-2 years of help desk or technical support experience
Jira Service Management and Google WorkspaceRemote Monitoring and Management (RMM) tools such as NinjaOne or similar platforms
Managing and cloud-based identity and access management services, such as Azure Active Directory
Implementing and managing Multi-Factor Authentication (MFA) and Single Sign-On (SSO) solutions.
Basic understanding of Windows laptops, cloud-based SaaS applications, and mobile device troubleshooting
Effective communication skills with the ability to explain technical concepts in a clear, user-friendly manner.
Ability to thrive in a positive, collaborative culture, and contribute to a supportive team environment.
Reliable high-speed internet connection
Dedicated workspace free from distractions
Must live in Arkansas and be able to travel to Fayetteville area 10% of the time.

Nice To Haves

Bachelor’s degree in information technology or related discipline
CompTIA A+
ITIL Foundation Certification
Supporting users in a decentralized or multi-location environment
Familiarity with dental software like Carestack (preferred but not required)

Responsibilities

Provide Tier 1 support for employees using dental software tools and related platforms.
Respond to requests such as password resets, software installations, and basic troubleshooting for connectivity issues (VPN, mobile hotspots, etc.).
Troubleshoot application errors and manage device support (Windows laptops, mobile devices) to ensure minimal disruption to user workflows.
Set up new user accounts and ensure proper access to Enable Dental's essential SaaS applications and dental software.
Travel locally within Northwest Arkansas to pick up stored laptops and other hardware to ship(approximately 10% local travel required).
Configure and prepare laptops for shipment to new or remote employees, ensuring all required software is installed and systems are ready for use.
Utilize Remote Monitoring and Management (RMM) tools like NinjaOne to monitor and support remote devices.
Provide excellent internal customer service, ensuring a smooth and positive experience for employees when dealing with technical issues.
Collaborate closely with other team members to promote a collaborative environment where communication and teamwork are key to resolving technical challenges.
Maintain open, clear communication with end-users to ensure they feel supported and valued throughout the troubleshooting process.
Be available for minimal on-call duties to address urgent technical issues outside of standard business hours.