Service Desk Analyst

MB2 Dental•Carrollton, TX

About The Position

At MB2 Dental, we prioritize superior customer service and the efficient operation of our information technology systems. We are seeking a highly capable Service Desk Analyst to assess and optimize the performance of our end-user IT systems and software. The Service Desk Analyst will be responsible for analyzing IT system performance, resolving IT equipment and software issues, and providing IT support to on-site staff and partner offices.

Requirements

CompTIA A+ and Net+ certifications or at least 3 years of experience in IT performance analysis and end-user support in the health industry
Must have experience operating at Tier 2 or higher within a service desk or technical support environment
Ability to lift up to 75 lbs. and assist with equipment setup and relocation when necessary
Proficiency in 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

MacOS experience or certification is highly preferred, particularly for supporting end users who rely on Apple products and services
Dental support experience is a plus, as familiarity with dental practice management systems and technologies will be beneficial when supporting our teams

Responsibilities

Resolve incoming end-user IT-related issues for remote partner offices and onsite users
Prioritize the resolution of IT concerns and escalate issues to relevant stakeholders
Perform system installations, updates, and maintenance for practice management systems
Collaborate with vendors to resolve remote partner office issues
Document processes and maintain service desk records
Actively participate in staff meetings to recommend optimizations for IT performance and prevent future problems
Collaborate with internal departments to ensure IT needs are met