Summary
Join Henry Schein One as a remote IT Support Specialist providing intermediate-level technical support to customers and field staff. You will handle a variety of technical issues via phone, email, and other channels, escalating complex problems as needed. This role requires 4+ years of experience, intermediate-level technical knowledge across various IT products, and excellent communication skills. You will work remotely from a US location, with a focus on supporting dental practice customers. The position offers competitive compensation, a comprehensive benefits package, and opportunities for professional growth within a leading healthcare technology company.
Requirements
- Typically, 4 or more years of related experience
- General education, vocational training and/or on-the-job training
- Must have at least an intermediate level of technical knowledge of a broad range of IT related products
- Substantial understanding of the job and apply knowledge and skills to complete a wide range of tasks
- Complete tasks in creative and effective ways
- Apply acquired knowledge of procedures and external regulations
- Consistently work on complex assignments requiring independent action and a high degree of initiative to resolve issues
- May make recommendations for new procedures
- Work under minimal supervision and may determine methods and procedures on new assignments
- Excellent time management skills and the ability to prioritize work
- Very good attention to detail and accuracy
- Customer service oriented and ability to work with and resolve complex issues
- Ability to plan and arranges activities
- Excellent interpersonal communication skills
- Excellent written and verbal communication skills
- Ability to maintain confidential and highly sensitive information
- Ability to work in a team environment
- Ability to multi-task
- Ability to manage conflict
- Capacity to work under pressure
- Analytical thinking
- Intermediate level of technical knowledge and skills with installation, setup, maintenance, and troubleshooting support services of IT related products including but not limited to
- Hardware for desktops, laptops, and tablets
- Hardware for small business servers
- Microsoftβs currently supported Windows desktop and server operating systems
- Small business switches, routers, firewalls, and access points
- Peripherals, printers, scanners, displays, and interface devices
- Small business data backup systems, software, and media
- Business productivity software, email, web browsing, security software
- Miscellaneous devices, cabling, memory, storage, add-on components
- Domain, user accounts, software accounts
- Network connectivity and wireless access issues
- Update and patch deployment, virus removal, malicious software removal
- Strong reading, writing, and typing skills. Excellent communication skills, both verbal and written. Experience with handling multiple phone calls and emails daily. Strong customer service skills and experience
- Experience with using standard office equipment, business productivity software such as Microsoft Office, Microsoft Outlook, ticketing databases, CRM databases, remote access software, and call center phone systems is typical
Responsibilities
- Initiate, handle, and resolve phone calls, emails, voicemail, chat, web forms, and in-person requests from our customers, field technicians, and field reps regarding IT support issues
- Escalate issues when applicable
- Provide an intermediate level of installation, setup, maintenance, and troubleshooting support services among a wide range of IT related products
- Handle technical issues that are escalated from level one technicians
- Provide professional communication, both written and verbal
- Document all service request information into internal database systems according to stringent guidelines and procedures
- Participate in company meetings and trainings
- Participate in special projects and perform other duties as required
- Troubleshoot Windows OS, servers, desktops, firewalls, routers, access points, backup systems, printers, healthcare related technologies, and other IT products
- May oversee small projects
- Identify and recommend continuous improvement
- Establish productive working relationships with all levels within the organization
Preferred Qualifications
- Accredited, IT related certifications are typical
- Accredited, IT related bachelorβs degree is preferred
- Healthcare related digital technologies, devices, and software preferred
Benefits
- Medical, Dental and Vision Coverage
- 401K Plan with Company Match
- Paid Time Off (PTO)
- Paid Parental Leave
- Short Term Disability
- Work Life Assistance Program
- Health Savings and Flexible Spending Accounts
- Education Benefits
- Worldwide Scholarship Program
- Volunteer Opportunities
- Remote work