Tier 1 Help Desk Technician (Pacific Time Zone Shift)

Darkhorse Tech

2d•$40,000 - $45,000

About The Position

Darkhorse Tech provides dental-specific IT services, including managed support, startup projects and expansions, and software and hardware sales and maintenance. The company serves more than 1,400 clients nationwide, offering both in-person and remote support. The Tier 1 Help Desk Technician assists clients with technical issues by phone, email, and chat, building client relationships while delivering exceptional customer service. The role covers hardware, software, phones, printers, specialized dental imaging products, and routine maintenance and installations. The technician works independently while collaborating with teammates and escalating issues when needed. The stated hours are 11:00 a.m. to 8:00 p.m. EST, with limited Saturday coverage through an on-call rotation.

Requirements

Excellent verbal and written communication skills.
Proven time-management skills.
Proven reliability and ability to work independently.
Excellent customer service skills.
Problem-solving and troubleshooting skills.
1–2 years of customer service experience.

Nice To Haves

1–2 years of tech support experience is preferred.
A bachelor's degree in Information Technology or Computer Science is preferred.

Responsibilities

Provide excellent customer service by phone and remote technical support.
Guide clients through diagnostic procedures to identify and resolve errors.
Communicate with vendors to request service, obtain updates, and resolve open tickets.
Follow established methods for responding to and documenting support requests.
Perform maintenance tasks on end-user devices.
Provide ongoing user training and self-fix solutions to clients.
Set up, troubleshoot, and configure PCs, printers, peripherals, and network equipment.
Handle technical requests such as password resets, drive mapping, and user account setup.
Provide limited Saturday coverage as part of an on-call rotation schedule.
Perform Tier 1 troubleshooting, configuration, and administration for client printers, wireless network configurations, server-based print queues, antivirus and firewall programs, Microsoft Windows 7 and newer, Microsoft Office 2010 and newer, Microsoft Office 365, Apple OS, and other products.