Service Desk Agent

MB2 Dental•Carrollton, TX

2d•Onsite

About The Position

At MB2 Dental, we are committed to delivering outstanding customer service and ensuring the seamless operation of the technology that supports our practices. We are seeking a dependable, customer-oriented Service Desk Agent to join our IT Support team. This role is responsible for providing first-level technical support, resolving common IT issues, and ensuring a positive service experience for all internal users. The ideal candidate is organized, communicative, and eager to grow in a fast-paced, HIPAA-compliant environment. MB2 Dental is pleased to offer a competitive compensation package that includes medical/dental/vision/life insurance, long- and short-term disability, generous PTO, paid holidays, traditional and Roth 401(k) options, and more.

Requirements

High School diploma or GED.
Strong verbal and written communication skills.
Customer‑service oriented with a friendly, professional demeanor.
Basic understanding of Windows 10/11 environments.
Ability to multitask and manage time effectively in a fast-moving service environment.
A willingness to learn and take on new challenges.
Ability to lift/move up to 50 lbs. for equipment deployment.

Nice To Haves

1 year of IT support or help desk experience.
Familiarity with: Office 365 Active Directory (password resets, account lookups) Ticketing systems Remote support tools
Experience in healthcare/dental office environments is a plus.

Responsibilities

Serve as the first point of contact for IT support requests through phone, chat, email, and deskside interactions.
Troubleshoot and resolve frontline support issues, including: User accounts, passwords, and access problems Workstations, laptops, and mobile devices Printers, scanners, phones, and other peripherals Basic application functionality and configuration
Escalate more complex or advanced issues to higher‑level support or specialized teams, ensuring all documentation is clear and complete.
Accurately document all incidents and service requests within the Service Desk ticketing system.
Prioritize and respond to tickets within established SLAs.
Follow existing SOPs and contribute to process improvements.
Maintain clear communication with end users regarding the status and resolution of their requests.
Assist with new‑hire setup, including workstation prep, account creation, and equipment assignment.
Perform basic Active Directory tasks, including password resets and group membership updates.
Support Office 365 applications, including Outlook, Teams, and OneDrive.
Assist in imaging, configuring, and deploying end-user devices.
Track IT assets and update records accurately.
Prepare and ship equipment to remote users as required.
Follow internal knowledge base articles to ensure consistent resolutions.
Provide suggestions to improve documentation based on daily support experience.
Maintain awareness of HIPAA requirements and handle all data with confidentiality and professionalism.
Follow cybersecurity policies, including verification procedures and safe‑handling practices.