Note: The job is a remote job and is open to candidates in USA. Enable Dental provides on-site dental care with a mission to offer compassionate, high-quality services. They are seeking a Tier 1 Tech Support Specialist who will serve as the first point of contact for internal IT support, focusing on providing excellent service to remote and mobile teams.
Responsibilities
- Provide Tier 1 support for employees using dental software tools and related platforms
- Respond to requests such as password resets, software installations, and basic troubleshooting for connectivity issues (VPN, mobile hotspots, etc.)
- Troubleshoot application errors and manage device support (Windows laptops, mobile devices) to ensure minimal disruption to user workflows
- Set up new user accounts and ensure proper access to Enable Dental's essential SaaS applications and dental software
- Travel locally within Northwest Arkansas to pick up stored laptops and other hardware to ship(approximately 10% local travel required)
- Configure and prepare laptops for shipment to new or remote employees, ensuring all required software is installed and systems are ready for use
- Utilize Remote Monitoring and Management (RMM) tools like NinjaOne to monitor and support remote devices
- Provide excellent internal customer service, ensuring a smooth and positive experience for employees when dealing with technical issues
- Collaborate closely with other team members to promote a collaborative environment where communication and teamwork are key to resolving technical challenges
- Maintain open, clear communication with end-users to ensure they feel supported and valued throughout the troubleshooting process
- Be available for minimal on-call duties to address urgent technical issues outside of standard business hours
Skills
- Must live in Arkansas and be able to travel to Fayetteville area 10% of the time
- Provide Tier 1 support for employees using dental software tools and related platforms
- Respond to requests such as password resets, software installations, and basic troubleshooting for connectivity issues (VPN, mobile hotspots, etc.)
- Troubleshoot application errors and manage device support (Windows laptops, mobile devices) to ensure minimal disruption to user workflows
- Set up new user accounts and ensure proper access to Enable Dental's essential SaaS applications and dental software
- Travel locally within Northwest Arkansas to pick up stored laptops and other hardware to ship (approximately 10% local travel required)
- Configure and prepare laptops for shipment to new or remote employees, ensuring all required software is installed and systems are ready for use
- Utilize Remote Monitoring and Management (RMM) tools like NinjaOne to monitor and support remote devices
- Provide excellent internal customer service, ensuring a smooth and positive experience for employees when dealing with technical issues
- Collaborate closely with other team members to promote a collaborative environment where communication and teamwork are key to resolving technical challenges
- Maintain open, clear communication with end-users to ensure they feel supported and valued throughout the troubleshooting process
- Be available for minimal on-call duties to address urgent technical issues outside of standard business hours
- 1-2 years of help desk or technical support experience
- Basic understanding of Windows laptops, cloud-based SaaS applications, and mobile device troubleshooting
- Effective communication skills with the ability to explain technical concepts in a clear, user-friendly manner
- Ability to thrive in a positive, collaborative culture, and contribute to a supportive team environment
- Reliable high-speed internet connection
- Dedicated workspace free from distractions
- Bachelor's degree in information technology or related discipline
- CompTIA A+
- ITIL Foundation Certification
- Jira Service Management and Google Workspace
- Remote Monitoring and Management (RMM) tools such as NinjaOne or similar platforms
- Managing and cloud-based identity and access management services, such as Azure Active Directory
- Implementing and managing Multi-Factor Authentication (MFA) and Single Sign-On (SSO) solutions
- Supporting users in a decentralized or multi-location environment
- Familiarity with dental software like Carestack
Benefits
- Medical
- Dental
- Vision
- 401(k)
- Life Insurance
- Paid Time Off
Company Overview
- Enable Dental offers on-premise dental solutions for in-need populations empowering dental clinicians to deliver care to patients. It was founded in 2017, and is headquartered in Austin, Texas, USA, with a workforce of 51-200 employees. Its website is http://www.enabledental.com.