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# Service Desk Agent

- **Company:** MB2 Dental
- **Location:** Carrollton, TX, United States
- **Contract:** Permanent contract
- **Skills:** Active Directory, Microsoft Outlook, Issue Tracking Systems, Microsoft Office, Remote Service Software, Office365, Laptops, User Accounts
- **Published:** July 8, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=989004f9e4e29084

## About the Role

* 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.

## Description

* 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.


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