Service Desk Agent
About The Position
MB2 Dental, a first-of-its-kind Dental Partnership Organization (DPO) founded in 2007, is seeking a dependable, customer-oriented Service Desk Agent to join our IT Support team in Carrollton, TX! 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. This is an excellent opportunity to work in a highly collaborative environment while independently managing multiple tasks and responsibilities. We are 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
- Familiarity with Active Directory (password resets, account lookups)
- Familiarity with Ticketing systems
- Familiarity with 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 Tier 1 issues related to user accounts, passwords, and access; workstations, laptops, mobile devices; printers, scanners, phones, and peripherals; and basic application functionality and configuration.
- Escalate complex issues to Tier 2 or specialized teams with clear documentation.
- 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.
Benefits
- medical/dental/vision/life insurance
- long- and short-term disability
- generous PTO
- paid holidays
- traditional and Roth 401(k) options
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
