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Service Desk Analyst II

MB2 Dental Carrollton, TX

Carrollton, TX

Today

Full time Application Support Comptia Comptia A+

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Job Description

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

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