Tier 1 Help Desk Technician

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

📋 Description

• Answer inbound calls and manage tickets from dental practices.

• Address Tier 1 issues during the initial contact.

• Manage password resets, set up user accounts, troubleshoot printer and print queue issues, configure wireless connections, map drives, and resolve workstation problems.

• 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 mainland team members.

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

• Offer limited Saturday support as part of an on-call rotation.

⛳️ Requirements

• Minimum of 1 year of experience in technical support.

• At least 1 year of experience in customer service.

• Excellent written communication skills.

• Composed and clear phone presence when interacting with stressed, non-technical individuals.

• Genuine comfort in working independently.

• Ability to consistently work from 8:00 AM to 5:00 PM Hawaii Standard Time, Monday to Friday.

• Quiet and private home workspace suitable for calls involving patient information.

• Reliable high-speed internet connection; wired preferred.

• High school diploma or equivalent required.

• IT degree or equivalent practical experience preferred.

• Familiarity with Windows 10 and later versions, Microsoft 365, macOS, and dental practice management software including Open Dental.

• Experience in MSP or multi-client support preferred.

• Background in dental or healthcare IT, especially with Open Dental, is preferred.

• Experience with ConnectWise or similar PSA tools is preferred.

• CompTIA A+ certification or equivalent is preferred.

🏝️ Benefits

• Training on the systems utilized in dental offices.

• Establish real relationships with the dental practices you support.

• Limited Saturday support as part of an on-call rotation.