IT Support Specialist

The Information Technology Support Specialist performs analytical, technical, and administrative work in the planning and installation of new and existing personal devices and workstations; diagnoses and resolves problems in response to customer reported incidents; confers with end users to determine types of hardware and software required; installs new hardware and software and maintains existing components; trains end users in the use of equipment and software; performs general maintenance tasks; troubleshoots and resolves issues with user devices and peripheral equipment located throughout the organization; prepares progress reports for all work performed; evaluates products for compatibility, expandability, and ease of use and support; recommends to management the support or nonsupport of evaluated products. Duties are performed at various levels within the defined title. Responsibilities:

• Provide advanced customer service and technical support to end-users for hardware and software

• Analyze, research, and resolve complex end-user escalation incidents or issues and troubleshooting from other IT support staff; escalate as necessary

• Install, configure, and test installed hardware and software on new or existing devices, in accordance with standard procedures

• Set up new equipment and devices; set up and maintain workstations; provide appropriate access to applications, systems, and data

• Provide guidance and explain policies and procedures to IT support staff and end-users

• Train customers on new devices and technologies

• Communicate and translate technical information to non-technical end users; maintain communication and monitor incident through resolution

• Participate in the maintenance, implementation, troubleshooting, and end-user support for applications, mobile devices, and servers

• Implement security policies and protocols

• Review, update, and maintain documentation to ensure internal processes and procedures, workflows, and training manuals are current

• Review and evaluate new hardware and software products; recommend the implementation of new products

• Replace equipment that has reached the end of its warranty or lifecycle

• Create, track, and maintain reports and provide updates to management

• Assist in tracking and maintaining hardware and software inventory; interact with vendors

• May monitor infrastructure issues and resolve or escalate to higher levels of support

• May mentor, train, and direct the work of other staff members and/or student workers

• Maintains full compliance with all corporate network Standards and SOPs as well as all SOX and FDA Part 11 guidelines.

• Prioritize and implement standard services

• Troubleshoot client login issues to determine and resolve the reported problem (Account, Connectivity, and Cisco VPN)

• Active Directory User Management (Creations, Terminations, Attribute Modifications, Group Memberships)

• Advanced knowledge of Microsoft M365 Products (Outlook, Office, Teams, SharePoint, Yammer, Planner, OneDrive)

• Relevant Technical training preferred.
• Microsoft Certification preferred.

Language skills

• English - Advanced (C1), any other language is an advantage

Years and Type of Experience:

• 1- 2 years' relevant experience

Key Required Skills, Knowledge and Capabilities:

• Internationally and culturally aware
• Strategic focus with the ability to also operate tactically when needed
• Exceptional Analytical thinking with effective judgment and decision-making capabilities
• Patience with users and ability to remain calm
• Strong written and verbal communication skills
• Problem-solving and research skills that translate to the ability to find solutions for customer problems when a solution is not immediately apparent
• Interpersonal skills that function to create connections and positive experiences for customers
• Technological skills specific to the company's products and trouble-shooting practices

Eligibility: All successful applicants must be eligible to work in the country the position is based.

Dentsply Sirona is the world's largest manufacturer of professional dental products and technologies, with over a century of innovation and service to the dental industry and patients worldwide. Dentsply Sirona develops, manufactures, and markets a comprehensive solutions offering including dental and oral health products as well as other consumable medical devices under a strong portfolio of world class brands. Dentsply Sirona's products provide innovative, high-quality, and effective solutions to advance patient care and deliver better and safer dental care. Dentsply Sirona's headquarter is located in Charlotte, North Carolina. The company's shares are listed in the United States on NASDAQ under the symbol XRAY. Visit www.dentsplysirona.com for more information about Dentsply Sirona and its products.