Service Desk Analyst II

Support end users and partner practices by diagnosing and resolving service desk issues across hardware, networking, access, and dental practice systems.

Responsibilities

• Answer inbound service desk calls and resolve end-user IT issues for remote partner offices and onsite users; log every interaction in Issuetrak.
• Manage a daily ticket queue by prioritizing tickets based on priority and age, following up until resolution, and documenting steps clearly for handoff.
• Provide desk-side support at headquarters (walk-up) and assist during company events as needed.
• Troubleshoot and repair desktops, laptops, monitors, printers, scanners, and imaging sensors, including driver, BIOS, and system file repairs plus equipment replacements.
• Triage practice-management and imaging software issues, including connectivity, login, and X-ray image problems; examples include Dentrix, Eaglesoft, and Dexis.
• Escalate software issues to the appropriate vendor for resolution when required.
• Resolve account, password, and access problems, including VPN, Splashtop remote access, remote PCs, virtual machines, and shared drives.
• Troubleshoot office outages and network problems such as internet, Wi-Fi, firewall and switch issues, server problems, and battery backup concerns; coordinate with internet providers and vendors when needed.
• Request vendor on-site (dispatch) support by writing the scope of work, scheduling with the office manager, confirming completion, and closing the request.
• Submit and track hardware replacement requests, including quotes, approvals, delivery tracking, and keeping the practice updated throughout.
• Escalate complex issues to Operations, Infrastructure, Field Services, or other teams with complete notes; maintain ownership of the user relationship until the issue is resolved.
• Participate in an on-call and overtime rotation to support practices outside regular hours.
• Attend staff meetings to recommend IT performance optimizations and help prevent repeat issues.
• Collaborate with internal departments to ensure IT needs are met.
• Perform additional duties as assigned to support evolving business needs.

Requirements

• CompTIA A+ and CompTIA Net+ certifications OR 5+ years of experience in IT performance analysis and end-user support in the health industry.
• Ability to lift up to 75 lbs and assist with equipment setup and relocation.
• Proficiency with CRM and task management software.
• Exceptional analytical and problem-solving skills.
• Advanced collaboration, communication, and interpersonal skills.
• Excellent organizational and time management skills.

Technologies

• Issuetrak, Dentrix, Eaglesoft, Dexis
• VPN, Splashtop
• macOS
• CompTIA A+, CompTIA Net+

Benefits

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

Preferred Qualifications

• Working knowledge of macOS or a related Apple certification (advantageous for supporting Apple end users).
• Prior experience in a dental or healthcare setting, including familiarity with dental practice management and imaging systems (asset).

Location: Carrollton, TX (onsite)

Minimum Experience: 5 years