IT Support Technician I/II

Summary

Join Henry Schein One as an IT Support Technician and provide intermediate-level technical support for IT products and services to dental office customers and internal teams. You will troubleshoot a wide range of IT issues, resolve escalated issues, and document service requests. The role involves handling phone calls, managing tickets, and providing support for various hardware, software, and network components. Work is remote in the US with flexible hours. The position requires 2+ years of relevant experience and strong customer service and technical skills.

Requirements

• 2 or more years of relevant IT support experience or a combination of education and experience
• Intermediate-level knowledge of various IT systems and tools, with advanced skills in one or more specialized areas
• Excellent customer service, time management, multitasking, and conflict resolution skills
• Strong attention to detail, analytical thinking, and problem-solving ability
• Clear and professional written and verbal communication skills
• Ability to collaborate effectively and lead small projects when needed
• Capability to suggest and support continuous improvement initiatives

Responsibilities

• Provide technical support via phone, email, voicemail, chat, web forms and in-person requests
• Troubleshoot a wide range of IT-related products, including Windows OS, servers, desktops, firewalls, routers, access points, backup systems, printers, and healthcare technologies
• Resolve escalated issues from level one technicians as needed
• Document service request information accurately into our ticketing system according to established guidelines
• Participate in team meetings, trainings, and special projects as needed
• Handle approximately 20 phone calls and close 10 tickets per day
• Provide IT support to dental practice customers (typically small businesses)
• Technical Troubleshooting Hardware: desktops, laptops, tablets, and servers
• Peripherals: printers, scanners, displays
• Networking: switches, routers, firewalls, access points
• Operating Systems: Windows desktop and server
• Domain/user/software account management
• Virus/malware removal and update/patch deployment
• Backup systems and storage

Preferred Qualifications

• Associate’s or Bachelor’s Degree in an IT related field
• IT certifications (i.e. CompTIA, Microsoft, etc.)

Benefits

• Medical, Dental and Vision Coverage
• 401K Plan with Company Match
• Paid Time Off (PTO)
• Sick Leave (if applicable)
• Paid Parental Leave
• Short Term Disability
• Income Protection
• Work Life Assistance Program
• Health Savings and Flexible Spending Accounts
• Education Benefits
• Worldwide Scholarship Program
• Volunteer Opportunities