IT Support Specialist- Tier 1/ Tier 2

We are a multi-location dental healthcare organization seeking a dependable, technically skilled, and highly motivated IT Support Specialist (Tier 1/Tier 2) to support our eight dental practices and corporate office.

This is a hands-on technical support position for someone who enjoys solving problems, working with people, and keeping business-critical technology operating efficiently.

Our technology supports everything from patient scheduling and digital imaging to clinical care, billing, and daily business operations. We need an IT professional who understands the importance of minimizing downtime, responding quickly to issues, and following problems through to resolution.

You will work closely with employees, management, technology vendors, and our external Managed Service Provider (MSP).

What You’ll Do

• Provide Tier 1 and Tier 2 technical support across multiple office locations.
• Troubleshoot computers, printers, scanners, Microsoft 365, software applications, and network connectivity.
• Install, configure, maintain, and replace computers and related equipment.
• Support dental practice management software, including Open Dental, and coordinate specialized support with vendors.
• Troubleshoot clinical technology, digital imaging systems, and workstation connectivity.
• Assist with user account creation, permissions, password resets, and employee onboarding/offboarding.
• Identify and escalate cybersecurity concerns, including phishing, malware, and unauthorized access.
• Manage help desk tickets, prioritize urgent issues, and document resolutions.
• Maintain accurate IT equipment inventories and technical documentation.
• Coordinate with our MSP on advanced networking, security, server, and infrastructure issues.
• Help identify recurring technical problems and recommend long-term solutions.
• Travel between our dental offices as needed to provide on-site technical support., Please submit your resume highlighting your technical support experience, troubleshooting skills, and any experience supporting multi-location businesses or healthcare organizations.

Alfa Dental Management and Affiliated Companies (ASAP Dental Care, LLC. Amazing Smiles, LLC. And American Dental Wellness P.A.) are committed to maintaining a safe, healthy, and productive workplace free from alcohol and unlawful drugs as classified under local, state, or federal law, including medical marijuana. All offers of employment with Alfa Dental Management and Affiliated Companies (ASAP Dental Care, LLC. Amazing Smiles, LLC. And American Dental Wellness P.A.) are contingent upon successful completion and passing of a drug and alcohol test.

Please note medical marijuana use is not permitted by the company. It is our policy to prohibit smoking and vaping on all company premises to provide a safe and healthy work environment for all employees.

Pay: $52,000.00 - $62,000.00 per year

• At least 2 years of hands-on IT support experience in a professional business environment.
• Strong troubleshooting skills with Windows 10/11, Microsoft 365, PCs, printers, and peripheral devices.
• Working knowledge of basic networking, including TCP/IP, DNS, DHCP, Wi-Fi, and network connectivity.
• Experience supporting user accounts, permissions, and remote access.
• Familiarity with help desk ticketing systems and remote support tools.
• Ability to independently troubleshoot and resolve technical issues.
• Strong time-management skills and the ability to prioritize multiple support requests.
• Excellent communication skills and a professional, service-oriented attitude.
• Valid driver’s license and reliable transportation for travel between locations.

A Plus, But Not Required

• IT experience in dental or healthcare environments.
• Experience with Open Dental or other dental practice management software.
• Familiarity with digital X-ray systems, imaging software, and dental technology.
• Experience with Active Directory, Microsoft Entra ID, or Microsoft 365 administration.
• Understanding of HIPAA and basic cybersecurity practices.
• CompTIA A+, Network+, or Microsoft certifications.

What Makes Someone Successful in This Role?

We are looking for someone who is more than a help desk technician. The right person takes ownership of problems, understands business priorities, and knows when to troubleshoot independently and when to escalate.

You should be comfortable working directly with employees at all levels, explaining technical issues in plain language, and maintaining a calm, professional approach when technology problems disrupt a busy dental office.

If you enjoy variety, solving problems, and being part of a team where your work makes an immediate difference, we’d like to hear from you., * How many years of professional, hands-on IT support experience do you have?

Less than 2 years 2-3 years 4-5 years More than 5 years

• Which of the following have you independently supported or troubleshot?

Windows PCs, Microsoft 365, and printers The above, plus user accounts and network connectivity The above, plus advanced network or server issues

• Do you have experience providing IT support across multiple business locations?

Yes, regularly Yes, occasionally No

• Are you able to work on-site and travel between dental offices in the greater Jacksonville area, including Lake City when needed?

Yes No

• Are you willing and able to provide IT support outside of normal business hours, including evenings and weekends, as needed to address urgent technical issues, system outages, or scheduled maintenance?

Yes, I am available for evenings and weekends as needed. Yes, with reasonable advance notice, except for emergencies. No, I am only available during regular business hours.