IT Help Desk Technician

The responsibilities and duties of the Help Desk Technician would include but are not limited to:

• Field incoming client calls
• If necessary, create ticket in PSA and log all relevant details about issue
• Diagnose and resolve common IT incidents that arise
• Escalate incidents/service requests that cannot be resolved within a reasonable amount of time
• Communicate with users - keep them informed of incident progress, notify them of impending changes or agreed outages, etc.
• Participate in technology projects (upgrades, rollouts, remediation, onboarding, etc).
• Monitor and respond to alerts from our remote system monitoring tools and if necessary, input issues into our service ticketing system
• Manage equipment and software inventory for clients.
• Record time spent servicing clients on ticketing issues
• Document all work and issue details, routinely and comprehensively
• Occasionally may require an adjusted work schedule, overtime, and evening/weekend hours in order to prevent or limit downtime for our clients.

To be successful in this position the candidate needs to be a great communicator, adaptable, a solid problem solver and critical thinker, and a hardware/software generalist with a focus on client satisfaction.

As with any position with SD Reliance, success can be found in this position by someone who always keeps the big picture in mind when tackling a task; someone who is positive and proactive; someone who is a team player, works hard, figures out how to get things done but asks questions whenever they need., * At least one industry certificate or equivalent post high school education

• Minimum: A+, Network+, etc.

Experience:

· Knowledge of dental practice management software such as Dentrix, Open Dental, Eaglesoft a HUGE plus, but is not required.

· At least one (1) year hands-on experience working in a business technology related position, or equivalent work experience.

· Experience providing direct, high quality customer service/support

· Prior experience working with a PSA ticketing system

· Using a managed services product and/or PSA such as Datto RMM or Autotask, · Firm grasp of tools required to administer Windows platforms (Win 7/10/11, Window Server 2008/2012/2019/2022/2025)

• Ability to perform basic troubleshooting on a business LAN\WAN
• Ability to perform quick yet effective troubleshooting of Windows based applications, networking, virus/malware, etc
• Ability to perform basic tasks in Active Directory.
• Technical understanding of virtualization technologies such as VMWare and HyperV
• Able to coach and guide users through basic computer tasks
• Ability to work independently, while committing to and collaborating as part of a team.
• Ability to maintain calm under pressure and thrive dealing with the unexpected.
• Ability to learn and adapt quickly to changing situations, issues, environments, etc.
• Working knowledge of relevant operating systems, software and programming
• A clear understanding of the client/server technology and network architecture
• Excellent problem-solving, critical thinking skills and decision-making skills
• Keen attention to detail
• Good organization, time management and prioritization
• Efficient troubleshooting abilities
• Effective communication skills, including speaking, writing and active listening
• Great customer service and interpersonal skills
• Great project management skills, including organization, planning, time management and prioritization

Physical Demands:

• Ability to sit or stand for prolonged periods

Job Types: Full-time, Permanent

Pay: From $23.00 per hour, * 401(k)

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