Tier 1 Help Desk Technician

Job Description:

• Take inbound calls and tickets from dental practices
• Resolve Tier 1 issues on first contact
• Handle password resets, user account setup, printer and print queue problems, wireless configuration, drive mapping, and workstation troubleshooting
• Support Windows 10 and newer, Microsoft 365, macOS, and dental practice management software including Open Dental
• Set up and configure PCs, printers, peripherals, and basic network equipment
• Work with vendors to open and drive support cases on behalf of clients
• Document work thoroughly for mainland teammates
• Assess whether issues can wait or require immediate escalation
• Provide limited Saturday coverage as part of an on-call rotation

Requirements:

• At least 1 year of technical support experience
• At least 1 year of customer service experience
• Strong written communication
• Calm, clear phone presence with stressed, non-technical people
• Genuine comfort working independently
• Ability to reliably work 8:00 AM to 5:00 PM Hawaii Standard Time, Monday through Friday
• Quiet, private home workspace suitable for calls involving patient information
• Reliable high-speed internet, wired preferred
• High school diploma or equivalent
• IT degree or equivalent hands-on experience preferred
• Familiarity with Windows 10 and newer, Microsoft 365, macOS, and dental practice management software including Open Dental
• MSP or multi-client support experience preferred
• Dental or healthcare IT background, especially Open Dental, preferred
• ConnectWise or similar PSA experience preferred
• CompTIA A+ or equivalent preferred

Benefits:

• Trained on the systems dental offices actually run
• Real relationships with supported dental practices
• Limited Saturday coverage as part of an on-call rotation