Service Desk Agent

MB2 Dental is seeking a dependable Service Desk Agent (Tier 1) to provide technology support as the first point of contact for service requests. This role supports users across multiple channels, manages ticket intake in Issuetrak, performs Tier 1 troubleshooting, and escalates more complex issues with complete documentation in a HIPAA-compliant environment.

Location and Schedule

• Location: Carrollton, TX (onsite)
• Work schedule: Full-time with assigned shift coverage based on business needs; typical schedules may include 6:30 a.m.–3:30 p.m., 7:00 a.m.–4:00 p.m., 8:00 a.m.–5:00 p.m., or 9:00 a.m.–6:00 p.m.
• Support coverage: Occasional after-hours, weekend, or overtime support may be required

Reporting Structure

This position reports to the IT Service Desk Supervisor or IT Service Desk Manager.

What You’ll Do

• Answer inbound Service Desk calls and respond to support requests received through email, Teams, voicemail, and approved support channels.
• Create a ticket in Issuetrak for every support contact, recording the user, practice, business impact, troubleshooting performed, current status, and clearly defined next action.
• Categorize and prioritize incidents and service requests by urgency and business impact, including identifying potential office outages or issues affecting multiple users.
• Perform Tier 1 troubleshooting for Windows 10/11 computers and laptops, including monitors, docking stations, printers, scanners, phones, mobile devices, and common peripheral issues.
• Resolve routine account and access needs such as password resets, account unlocks, multi-factor authentication, and standard Microsoft 365 support or access requests that follow documented procedures.
• Support common Microsoft 365 applications including Outlook, Teams, and OneDrive, providing basic assistance with approved applications and dental-office technology.
• Use remote-support tools, knowledge articles, and standard operating procedures to complete known fixes and guide users through basic troubleshooting.
• Monitor the IT support mailbox and incoming requests, convert actionable requests into tickets, and route items to the correct owner when outside Service Desk scope.
• For issues requiring escalation, gather complete information and transfer unresolved or higher-level problems to Service Desk Analyst II, Infrastructure, IT Operations, Field Services, Security, Telecom, or the appropriate vendor.
• Maintain ownership of user communication during escalation by providing status updates, documenting handoffs, and confirming the next step or resolution.
• Coordinate initial follow-up with internet providers and other vendors for outages or service issues when directed, and document dispatch details, findings, and restoration estimates.
• Provide limited desk-side support at headquarters when assigned, while keeping phone and ticket coverage as the primary responsibility.
• Follow queue-status, schedule, attendance, and availability procedures to maintain reliable Service Desk coverage.
• Protect confidential information by following HIPAA and cybersecurity requirements, verifying users before sensitive requests, and reporting suspected security incidents immediately.
• Identify unclear procedures or recurring issues and recommend updates to knowledge articles, ticket templates, and support workflows.
• Perform additional duties as assigned to support evolving business needs.

Required Education

• High school diploma or GED

Required Qualifications

• Customer-service or technical-support experience with demonstrated ability to communicate professionally by phone, email, and chat.
• Basic working knowledge of Windows 10/11, computers, printers, peripherals, and common business applications.
• Ability to ask effective troubleshooting questions, follow documented procedures, recognize issue priority, and escalate appropriately.
• Strong written communication and documentation skills, including the ability to create clear and complete ticket notes.
• Ability to manage multiple requests, maintain attention to detail, and work effectively in a fast-paced support environment.
• Willingness to learn new tools, dental applications, and support processes.
• Ability to lift and move up to 40 pounds for occasional equipment setup or relocation.

Technologies

• Issuetrak
• Windows 10, Windows 11
• Microsoft 365, Outlook, Teams, OneDrive
• Active Directory
• Multi-factor authentication
• Remote-support tools
• HIPAA

Preferred Qualifications

• One or more years of Service Desk, Help Desk, IT support, desktop support, call-center support, or technical customer-service experience.
• Experience with Microsoft 365, Active Directory, password and account support, ticketing systems, and remote-support tools.
• CompTIA A+, Microsoft Fundamentals, HDI Customer Service Representative, or a comparable entry-level support certification.
• Experience supporting healthcare, dental, multi-location, or other regulated operations.
• Familiarity with basic networking concepts, VPN access, internet outages, and dental practice or imaging applications.

How Performance Is Measured

• Consistent phone and channel availability during the assigned shift.
• Accurate ticket creation, categorization, prioritization, documentation, and routing.
• Timely resolution of documented Tier 1 issues and prompt escalation when an issue exceeds role scope or troubleshooting limits.
• Clear, professional user communication and dependable follow-through until ownership is transferred or the request is resolved.