Tier 1 Help Desk Technician

This is a fully remote position, open to applicants in Hawaii.

📋 Description

• Respond to inbound calls and tickets from dental practices.

• Resolve Tier 1 issues during the initial contact.

• Manage password resets, user account setup, printer and print queue issues, wireless configuration, drive mapping, and workstation troubleshooting.

• Provide support for Windows 10 and later, Microsoft 365, macOS, and dental practice management software such as Open Dental.

• Set up and configure PCs, printers, peripherals, and basic networking equipment.

• Collaborate with vendors to initiate and manage support cases on behalf of clients.

• Thoroughly document work for next-morning handoff to the mainland team.

• Evaluate whether issues can be deferred or need immediate escalation.

• Offer limited Saturday coverage through an on-call rotation.

⛳️ Requirements

• Minimum of 1 year of experience in technical support.

• At least 1 year of customer service experience.

• Excellent written communication skills.

• Calm and clear phone presence when dealing with stressed, non-technical individuals.

• Ability to work independently with ease.

• Must be available to work reliably from 8:00 AM to 5:00 PM Hawaii Standard Time (2:00 PM to 11:00 PM Eastern Time), Monday through Friday.

• A quiet, private home workspace that is suitable for calls involving patient information.

• Reliable high-speed internet connection, preferably wired.

• High school diploma or equivalent is required.

• Experience supporting Windows 10 and later, Microsoft 365, macOS, and dental practice management software including Open Dental.

• Proficiency in handling password resets, user account setups, printer and print queue issues, wireless configurations, drive mapping, and workstation troubleshooting.

• Capability to set up and configure PCs, printers, peripherals, and basic networking equipment.

• Experience working with vendors and managing support cases.

• Willingness to provide limited Saturday coverage as part of an on-call rotation.

🏝️ Benefits

• Training on dental office systems.

• Building genuine relationships with supported practices.

• Equal opportunity employer.