Service Desk Analyst 2

Overview

MB2 Dental, a first-of-its-kind Dental Partnership Organization (DPO) founded in 2007 and based in Carrollton, TX, is actively hiring a Service Desk Analyst II! This is an excellent opportunity to join a collaborative IT team that supports more than 825 dental practices across 45 states while helping drive exceptional service and technology support throughout the organization. Under the visionary leadership of our CEO, Dr. V, you will find a fulfilling career within the MB2 family right from the start.

At MB2 Dental, we prioritize superior customer service and the efficient operation of our information technology systems. We are seeking a highly capable Service Desk Analyst II to assess and optimize the performance of our end-user IT systems and software. The Service Desk Analyst II will be responsible for analyzing IT system performance, resolving IT equipment and software issues, and providing IT support to onsite staff and partner offices.

MB2 Dental is pleased to offer a competitive compensation package that includes medical, dental, vision, and life insurance; short- and long-term disability; PTO; paid holidays; traditional and Roth 401(k) options; and more.

Service Desk Analyst II Responsibilities:

• Answer inbound service desk calls and resolve end-user IT issues for remote partner offices and onsite users, logging every contact in the ticketing system (Issuetrak).
• Own a daily ticket queue: work tickets by priority and age, follow up with users until resolved, and document every step so the next person can pick up the issue.
• Provide desk-side (walk-up) support at headquarters and help support company events.
• Troubleshoot and repair desktops, laptops, monitors, printers, scanners, and imaging sensors, including driver, BIOS, and system file repairs and equipment replacements.
• Triage and document issues with practice management and imaging software (such as Dentrix, Eaglesoft, and Dexis), including connectivity, login, and X-ray image problems, and escalate to the appropriate software vendor for resolution. Prior knowledge of these applications is not expected.
• Resolve account, password, and access issues, including VPN, Splashtop remote access, remote PCs, virtual machines, and shared drives.
• Troubleshoot office outages and network problems, including internet, Wi-Fi, firewall and switch, server, and battery backup issues, working with internet providers and vendors as needed.
• Request vendor on-site (dispatch) support: write the scope of work, schedule the visit with the office manager, confirm the work was done, and close the request.
• Submit and track hardware replacement requests, including quotes, approvals, and delivery, and keep the practice updated.
• Escalate to Operations, Infrastructure, Field Services, or other teams with complete notes, and keep ownership of the user relationship until the issue is resolved.
• Participate in the on-call and overtime rotation to support practices outside regular hours.
• Actively participate in staff meetings to recommend optimizations for IT performance and prevent future problems.
• Collaborate with internal departments to ensure IT needs are met.
• Perform additional duties as assigned to support evolving business needs.

Service Desk Analyst II Requirements:

• CompTIA A+ and Net+ certifications or 5 or more years of experience in IT performance analysis and end-user support in the health industry.
• Ability to lift up to 75 lbs. and assist with equipment setup and relocation when necessary.
• Proficiency in customer relationship management (CRM) and task management software.
• Exceptional analytical and problem-solving skills.
• Advanced collaboration, communication, and interpersonal skills.
• Excellent organizational and time management skills.

Preferred Qualifications:

• Working knowledge of macOS or a related Apple certification, which is advantageous when supporting end users of Apple products and services.
• Prior experience in a dental or healthcare setting, including familiarity with dental practice management and imaging systems, is considered an asset.

MB2 Dental Solutions, LLC is an equal opportunity employer.

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