Service Desk Analyst II

MB2 Dental•Carrollton, TX

About The Position

MB2 Dental is hiring a Service Desk Analyst II to support end-user IT systems and software for onsite staff and partner offices. The role focuses on analyzing system performance, resolving equipment and software issues, and providing customer service across an organization supporting more than 825 dental practices in 45 states. The analyst handles inbound service desk requests, manages a ticket queue through resolution, provides walk-up support at headquarters, troubleshoots hardware, software, accounts, and network issues, coordinates vendor support and hardware replacements, and works with internal teams to resolve user needs. The role participates in an on-call and overtime rotation and supports company events and evolving business needs.

Requirements

CompTIA A+ and Network+ certifications, or at least 5 years of experience in IT performance analysis and end-user support in the health industry.
Ability to lift up to 75 pounds and assist with equipment setup and relocation when necessary.
Proficiency with customer relationship management (CRM) and task management software.
Exceptional analytical and problem-solving skills.
Advanced collaboration, communication, and interpersonal skills.
Excellent organizational and time management skills.

Nice To Haves

Working knowledge of macOS or a related Apple certification.
Prior experience in a dental or healthcare setting, including familiarity with dental practice management and imaging systems.

Responsibilities

Answer inbound service desk calls and resolve IT issues for remote partner offices and onsite users, documenting each contact in the Issuetrak ticketing system.
Manage a daily ticket queue by priority and age, follow up with users through resolution, and document each step.
Provide walk-up support at headquarters and support company events.
Troubleshoot and repair desktops, laptops, monitors, printers, scanners, and imaging sensors, including driver, BIOS, and system file repairs and equipment replacements.
Triage and document practice management and imaging software issues, including connectivity, login, and X-ray image problems, and escalate issues to software vendors as appropriate.
Resolve account, password, and access issues involving VPN, Splashtop remote access, remote PCs, virtual machines, and shared drives.
Troubleshoot office outages and network problems involving internet, Wi-Fi, firewalls, switches, servers, and battery backups, coordinating with providers and vendors as needed.
Request and coordinate vendor on-site support by writing scopes of work, scheduling visits with office managers, confirming completed work, and closing requests.
Submit and track hardware replacement requests, including quotes, approvals, and delivery, and keep the practice informed.
Escalate issues to Operations, Infrastructure, Field Services, or other teams with complete notes while retaining ownership of the user relationship until resolution.
Participate in the on-call and overtime rotation to support practices outside regular hours.
Participate in staff meetings and recommend IT performance optimizations and preventive measures.
Collaborate with internal departments to ensure IT needs are met.
Perform additional duties as assigned to support evolving business needs.