Service Desk Technician II (Dental IT Support)

Ntiva•Mclean, VA

49d•$45,000 - $65,000•Remote

About The Position

Are you looking for limitless career opportunities with a company that values growth, innovation, and teamwork? At Ntiva, we're more than a Managed Services Provider, we're a community dedicated to helping each other, our clients, and their businesses thrive both personally and professionally. Ntiva is a culture of people who are passionate about the work…and each other. Our clients view us as an essential part of their teams, relying on us for strategic guidance, fast solutions to complex challenges, and proactive support. With strategic locations across the U.S. and leadership from our founder, Steven Freidkin, we're on the front lines of a fast-paced industry, facing cybersecurity threats and rapid technology changes together. If you thrive in a dynamic, supportive environment and enjoy going above and beyond, we'd love to meet you. Come explore one of our many opportunities and grow with us! As a Service Desk Technician II within the Dental Division, you'll be a vital member of our team providing top-tier support to clients. This client-facing role involves regular interaction via phone, email, and remote assistance tools, requiring excellent communication skills and a focus on delivering outstanding client service. Location and Work Expectations This is a remote position; however, team members should be willing and able to travel if the need arises, though such travel is expected to be infrequent

Requirements

A minimum of 1-3 years of recent Dental-related IT experience in a Technical Support environment
Dental Hardware Experience: Intraoral Cameras Intraoral Sensors Intraoral Scanners Extraoral Sensors (CBCT / Pano / Ceph) Vitals Monitors
Proven experience with Windows workstation repair, maintenance, diagnosing and troubleshooting hardware and operating system related issues
Strong documentation skills, including documentation of security incidents, end user training and new hardware deployment
Proficiency in configuring & troubleshooting network settings on workstations and network devices such as modems, firewalls, and managed switches
Proficiency in Hypervisor & virtual desktop client support
Proficiency in Office 365 account and client support
Proficiency with Exchange mailbox administration
Proficiency with Server backup monitoring and maintenance
Proficiency in wireless connectivity for mobile devices and workstations
Proficiency with Mobile device support - smartphones, tablets and laptops
Proficiency with Active Directory account creation and management
Proficiency with Network drive and printer mappings
Ability to diagnose network connectivity issues for workstations and servers
Ability to communicate and work effectively with end users over the phone and on-site
Excellent verbal and written communication skills with ability to translate or quickly learn to translate technical terms to business language for non-technical clients
Exemplify professionalism and business etiquette in all communication, including in-person, email, and phone interactions with client end users and colleagues
Critical thinking and problem-solving skills
Strong attention to detail and organizational skills
Past experience and desire to work as a part of a team
Possess exceptional written, oral, and interpersonal skills
Focus on the ability to listen actively and use deductive reasoning
Ability to communicate professionally, in English, both written and orally
Ability to write business correspondence and process procedures
Ability to effectively present information and respond to questions from groups of managers, clients, and the general public
Regularly required to use hands to operate computer keyboard and telephone
Prolonged periods sitting at a desk and working on a computer
Moderately required to stand
Occasionally needs to lift and/or move up to 50 pounds
Specific vision abilities required by this job include close vision, and ability to adjust focus

Nice To Haves

Bachelor's degree preferred in IT, IS, CS, or another technical discipline
CompTIA certifications preferred
Microsoft Technology Associate (MTA) preferred
Fortinet Certification (preferred, required if offered a position)
2 years of recent leadership positions or relevant experience

Responsibilities

Maintain a strong focus on providing excellent customer service
Provide responsive client service via phone, email, and in person interactions
Answer internal and external client/vendor calls quickly and pleasantly
Communicate in a friendly, professional and patient manner
Perform all duties with the goal of building and maintaining long-term client/vendor relationships
Maintain exceptional client service, understanding client satisfaction and perception is key to a successful relationship with clients
IT support services for clients' infrastructure, including clients' core business applications
Acquire specific knowledge of the client and how IT relates to their business
Develop in-depth knowledge of the service offerings and how they relate to clients' needs
Participate in projects by performing assigned duties
Perform other related technical duties as assigned
Identify clients' needs and report to Director of Operations/Team Lead
Update documentation for client configurations or processes
Communicate managed services installation and maintenance with Centralized Services (CS)
Communicate with the client regularly to keep informed of technical support progress and notify of impending changes or expected outages
Utilize active listening and client-care skills in identifying potential concerns
Report client concerns or complaints to Director of Operations & Team Lead, and manage urgent requests and escalations with patience and empathy
Answer internal and external communications timely and professionally
Contact client within 2 business days for tickets in Follow Up status unless issue requires further delay as notated on the ticket
Close tickets within 5 business days unless issue requires further delay as notated on the ticket
Routinely take self-paced training in technologies relevant to the team
Obtain industry certifications on a consistent basis
Sustain knowledge regarding evolving industry specific technologies and work with the Team Lead and vendors to maintain proficiency in support procedures
Enter all notes and time worked on the appropriate service ticket
Enter time worked on each ticket daily
Submit time sheets on a weekly basis, due by Saturdays at 12P

Benefits

Medical, Dental and Vision coverage for employee and family
401k + company-matched contributions 4% match on 5% contribution - no vesting period! (Employee and Company contribute after 90 days)
Group Term Life and Accidental Death and Dismemberment coverage (company provided)
Short-Term (voluntary enrollment) and Long-Term Disability coverage (company provided)
Health Savings Account (HSA) Options / PPO Options
Employee Assistance Program
Paid Time Off (PTO) + Volunteer Time Off (VTO) + 8 Paid Holidays + 3 Floating Holidays
Education Reimbursement Program
Generous Employee Referral Program - cash bonus for successful referrals!
Dynamic Recognition and Rewards
Clear Promotion and Advancement Tracks
Work with Industry-Leading Talent