Service Desk Agent

• Frontline Technical Support
• Serve as the first point of contact for IT support requests through phone, chat, email, and deskside interactions.

• Troubleshoot and resolve Tier 1 issues related to: o User accounts, passwords, and access o Workstations, laptops, mobile devices o Printers, scanners, phones, and peripherals o Basic application functionality and configuration

• Escalate complex issues to Tier 2 or specialized teams with clear documentation.
• Service Desk Operations
• Accurately document all incidents and service requests within the Service Desk ticketing system.
• Prioritize and respond to tickets within established SLAs.
• Follow existing SOPs and contribute to process improvements.
• Maintain clear communication with end users regarding the status and resolution of their requests.
• System & Account Support
• Assist with new-hire setup, including workstation prep, account creation, and equipment assignment.
• Perform basic Active Directory tasks, including password resets and group membership updates.
• Support Office 365 applications, including Outlook, Teams, and OneDrive.
• Hardware & Inventory Coordination
• Assist in imaging, configuring, and deploying end-user devices.
• Track IT assets and update records accurately.
• Prepare and ship equipment to remote users as required.
• Knowledgebase & Documentation
• Follow internal knowledge base articles to ensure consistent resolutions.
• Provide suggestions to improve documentation based on daily support experience.
• Compliance & Best Practices
• Maintain awareness of HIPAA requirements and handle all data with confidentiality and professionalism.
• Follow cybersecurity policies, including verification procedures and safe-handling practices.

• High School diploma or GED.
• Strong verbal and written communication skills.
• Customer-service oriented with a friendly, professional demeanor.
• Basic understanding of Windows 10/11 environments.
• Ability to multitask and manage time effectively in a fast-moving service environment.
• A willingness to learn and take on new challenges.
• Ability to lift/move up to 50 lbs. for equipment deployment.

Preferred

• 1 year of IT support or help desk experience.
• Familiarity with:
• Office 365
• Active Directory (password resets, account lookups)
• Ticketing systems
• Remote support tools
• Experience in healthcare/dental office environments is a plus.

Pulled from the full job description

• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Dental insurance
• Life insurance

• Disability insurance, We are pleased to offer a competitive compensation package that includes medical/dental/vision/life insurance, long- and short-term disability, generous PTO, paid holidays, traditional and Roth 401(k) options, and more! Schedule

• On-site position
• Monday to Friday (8 am-5 pm or 9 am-6 pm depending on shift)
• May require occasional after-hours support depending on business needs

MB2 Dental, a first-of-its-kind Dental Partnership Organization (DPO) founded in 2007, is seeking a dependable, customer-oriented Service Desk Agent to join our IT Support team in Carrollton, TX! This role is responsible for providing first-level technical support, resolving common IT issues, and ensuring a positive service experience for all internal users. The ideal candidate is organized, communicative, and eager to grow in a fast-paced, HIPAA-compliant environment. This is an excellent opportunity to work in a highly collaborative environment while independently managing multiple tasks and responsibilities.