IT Support Technician II

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
• Microsoft’s 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 bachelor’s 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