Service Desk Analyst II

Dental Office•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 supports a collaborative IT team serving more than 825 dental practices across 45 states. The analyst assesses and optimizes system performance, resolves hardware and software issues, and provides customer-focused technology support. The position includes desk-side support at headquarters, support for company events, and participation in an on-call and overtime rotation to assist practices outside regular hours.

Requirements

CompTIA A+ and Net+ 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 lbs. 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; log every contact in the Issuetrak ticketing system.
Manage a daily ticket queue by priority and age, follow up with users through resolution, and document work thoroughly.
Provide walk-up desk-side support at headquarters and assist with company events.
Troubleshoot and repair desktops, laptops, monitors, printers, scanners, and imaging sensors, including driver, BIOS, and system-file repairs and equipment replacement.
Triage and document practice management and imaging software issues, including connectivity, login, and X-ray image problems; escalate to the appropriate software vendor when needed.
Resolve account, password, and access issues involving VPN, Splashtop remote access, remote PCs, virtual machines, and shared drives.
Troubleshoot office outages and network issues involving internet, Wi-Fi, firewalls, switches, servers, and battery backups; work with internet providers and vendors as needed.
Arrange vendor on-site support by defining the scope of work, scheduling with the office manager, confirming completion, and closing the request.
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 improvements and preventive measures.
Collaborate with internal departments to ensure their IT needs are met.
Perform additional duties as assigned to support evolving business needs.