Help Desk Specialist

Summary

Join our team as a Tier 1 Help Desk Specialist! Work remotely or hybrid from our West Chester, PA office. You will provide IT support, troubleshoot issues, and train users. This role requires strong communication and troubleshooting skills, along with experience in Active Directory and Office 365 administration. We offer a competitive benefits package including health insurance, paid time off, and a 401(k) plan. The ideal candidate will have experience in a dental environment and possess several specific technical skills.

Requirements

• A+ Certification
• Have superior customer service skills and strong verbal/written communication skills with the ability to communicate effectively with both novice computer users and experienced professionals with a professional demeanor
• Ability to prioritize and escalate issues as needed to ensure exceptional customer service
• Ability to work effectively independently and within a team environment
• Must effectively manage time to make certain customer incidents are properly responded to in a timely manner
• Ability to utilize remote tools such as remote assistance and TeamViewer
• Experience supporting Lenovo and Dell hardware
• Working experience with replacing and/or upgrading an end user from one system to another
• Must have proven track record in a high-volume support desk with proven first call resolution

Responsibilities

• Provide IT support services to end-users with a focus on helping them achieve positive business results
• Troubleshoot Windows and Office applications and basic end-user networking issues
• Set up printers, install and configure end-user laptops and desktops, and phone system administration
• Monitor and maintain the helpdesk system
• Log all tickets in our CRM tool
• Monitor RMM alerts
• Train users on the use of the network, email, telephones, and other software, as well as on IT policies and procedures
• Provide prompt responses and clear communication for all Help Desk requests
• Proactively identify and resolve problems, researching answers, and providing resources to other IT staff and users
• Provide network support services including administering Active Directory, creating and assigning user IDs, maintaining file and directory permissions, and installing and updating software on servers and PCs
• Office 365 user management
• Support VOIP phone system including new phone line installation, adds, moves, and changes
• Administer system-wide anti-virus and anti-malware software

Preferred Qualifications

• Associate Degree/Bachelor's degree and/or related certification
• 1-3 years' experience in MSP environment
• Active Directory management (user creation, password changes, group assignment) (2+ years)
• Office 365 administration (user creation, password changes, licensing management) (2+ years)
• VPN troubleshooting (Cisco, NetXtender, Global VPN Client) (2+ years)
• Desktop troubleshooting (2+ years)
• Printer deployment via GPO (2+ years)
• Solid understanding of local area network (DNS, DHCP, IP)
• Experience in DENTAL environments

Benefits

• Health care benefits (medical, dental, and vision)
• Paid time off (and public holidays)
• 401(k) retirement plan
• Life insurance
• Hybrid or remote work environment