Tier 1 Help Desk Technician (Eastern Time Zone Shift)

Darkhorse Tech

3d•$40,000 - $45,000

About The Position

Darkhorse Tech provides dental-specific IT services, including managed services, startup projects and expansions, technology sales, and maintenance. The company supports more than 1,400 clients nationwide through both in-person and remote support. The Help Desk Technician assists clients with technical issues by phone, email, and chat, building client relationships while providing exceptional customer service. The role covers a wide range of hardware, software, peripheral equipment, and specialized dental imaging products. It also includes routine maintenance and installations for clients throughout the country. The position works from 7:00 a.m. to 4:00 p.m. Eastern Time and includes limited Saturday coverage through an on-call rotation.

Requirements

Excellent verbal and written communication skills.
Proven time-management skills.
Reliability and the 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 technical support experience.
Bachelor’s degree in Information Technology or Computer Science.

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, provide 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 technologies.