Service Desk Analyst

MB2 Dental is hiring a Service Desk Analyst to help keep end-user IT systems running smoothly across onsite teams in Carrollton, TX and remote partner offices. In this role, you will troubleshoot equipment and software issues, support daily practice operations, and help improve how the service desk tracks and resolves requests.

You will focus on assessing problems, prioritizing fixes, and coordinating with stakeholders and vendors when issues involve partner locations. The position also includes hands-on work to install, update, and maintain practice management systems, along with documenting processes and contributing recommendations that reduce recurring IT problems.

Responsibilities

• Handle incoming end-user IT issues for both remote partner offices and onsite users
• Prioritize IT concerns, resolve issues when possible, and escalate to the appropriate stakeholders
• Perform installations, updates, and ongoing maintenance for practice management systems
• Work with vendors to troubleshoot and resolve issues impacting remote partner office operations
• Document processes and maintain accurate service desk records
• Participate in staff meetings to recommend optimizations for IT performance and help prevent future problems
• Collaborate with internal departments to ensure IT needs are addressed
• Complete additional duties as assigned to support evolving business needs

Requirements

• CompTIA A+ and Net+ certifications, or at least 3 years of experience in IT performance analysis and end-user support (healthcare industry experience is a plus)
• Experience working at Tier 2 or higher in a service desk or technical support environment
• Ability to lift up to 75 lbs. and assist with equipment setup and relocation as needed
• Proficiency with CRM and task management software
• Strong analytical and problem-solving skills
• Advanced collaboration, communication, and interpersonal abilities
• Excellent organization and time management skills
• macOS experience or certification is highly preferred, especially for supporting end users using Apple products and services
• Dental support experience is a plus, including familiarity with dental practice management systems and related technologies

Technologies

• CompTIA A+
• CompTIA Net+
• CRM
• Task management software
• macOS

Benefits

• Medical/dental/vision/life insurance
• Short- and long-term disability
• PTO
• Paid holidays
• Traditional and Roth 401(k) options