IT Support Technician II

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Henry Schein One

πŸ’΅ $41k-$54k
πŸ“Remote - Worldwide

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
This job is filled or no longer available