Service Desk Agent

Overview

MB2 Dental is seeking a dependable, customer-focused Service Desk Agent to serve as the first point of contact for technology support. This Tier 1 role answers inbound calls and messages, creates and triages tickets, resolves common end-user issues using approved procedures, and routes more complex work to the appropriate support team with complete documentation. The Service Desk Agent supports corporate employees and partner dental offices in a fast-paced, HIPAA-compliant environment.  Objectives and Responsibilities

• Answer inbound Service Desk calls and respond to support requests received through email, Teams, voicemail, and approved support channels.
• Create a ticket in Issuetrak for every support contact; record the user, practice, business impact, troubleshooting performed, current status, and clearly defined next action.
• Categorize and prioritize incidents and service requests based on urgency and business impact, including quickly identifying potential office outages or issues affecting multiple users.
• Perform Tier 1 troubleshooting for Windows 10/11 computers, laptops, monitors, docking stations, printers, scanners, phones, mobile devices, and common peripheral issues.
• Resolve routine account and access issues, including password resets, account unlocks, multi-factor authentication, basic Microsoft 365 support, and standard access requests that follow documented procedures.
• Support common Microsoft 365 applications, including Outlook, Teams, and OneDrive, and provide basic assistance with approved applications and dental-office technology.
• Use remote-support tools, knowledge articles, and standard operating procedures to complete known fixes and guide users through basic troubleshooting.
• Monitor the IT support mailbox and incoming requests, convert actionable requests into tickets, and route requests to the correct owner when they fall outside Service Desk scope.
• Gather complete information for escalations and transfer unresolved or higher-level issues to Service Desk Analyst II, Infrastructure, IT Operations, Field Services, Security, Telecom, or the appropriate vendor.
• Maintain ownership of user communication during escalation by providing status updates, documenting handoffs, and confirming the next step or resolution.
• Coordinate initial follow-up with internet providers and other vendors for outages or service issues when directed, and document dispatch details, findings, and restoration estimates.
• Provide limited desk-side support at headquarters when assigned, while maintaining phone and ticket coverage as the role's primary responsibility.
• Follow queue-status, schedule, attendance, and availability procedures to maintain reliable Service Desk coverage.
• Participate in the after-hours on-call or overtime rotation as assigned.
• Protect confidential information, follow HIPAA and cybersecurity requirements, verify users before completing sensitive requests, and report suspected security incidents immediately.
• Identify unclear procedures or recurring issues and recommend updates to knowledge articles, ticket templates, and support workflows.
• Perform additional duties as assigned to support evolving business needs.

Required Qualifications

• High school diploma or GED.
• Customer-service or technical-support experience with demonstrated ability to communicate professionally by phone, email, and chat.
• Basic working knowledge of Windows 10/11, computers, printers, peripherals, and common business applications.
• Ability to ask effective troubleshooting questions, follow documented procedures, recognize issue priority, and escalate appropriately.
• Strong written communication and documentation skills, including the ability to create clear and complete ticket notes.
• Ability to manage multiple requests, maintain attention to detail, and work effectively in a fast-paced support environment.
• Willingness to learn new tools, dental applications, and support processes.
• Ability to lift and move up to 40 pounds for occasional equipment setup or relocation.

Preferred Qualifications

• One or more years of Service Desk, Help Desk, IT support, desktop support, call-center support, or technical customer-service experience.
• Experience with Microsoft 365, Active Directory, password and account support, ticketing systems, and remote-support tools.
• CompTIA A+, Microsoft Fundamentals, HDI Customer Service Representative, or a comparable entry-level support certification.
• Experience supporting healthcare, dental, multi-location, or other regulated operations.
• Familiarity with basic networking concepts, VPN access, internet outages, and dental practice or imaging applications is a plus.

Success Measures

• Consistent phone and channel availability during the assigned shift.
• Accurate ticket creation, categorization, prioritization, documentation, and routing.
• Timely resolution of documented Tier 1 issues and prompt escalation when the issue exceeds role scope or troubleshooting limits.
• Clear, professional user communication and dependable follow-through until ownership is transferred or the request is resolved.

• Adherence to service-level, security, privacy, and identity-verification procedures.

Reporting Relationship and Work Schedule

• Reports to the IT Service Desk Supervisor or IT Service Desk Manager.
• Full-time position with assigned shift coverage based on business needs; typical schedules may include 6:30 a.m.–3:30 p.m., 7:00 a.m.–4:00 p.m., 8:00 a.m.–5:00 p.m., or 9:00 a.m.–6:00 p.m.
• Work location may be onsite, remote, or hybrid based on the approved position and operational coverage needs.
• Occasional after-hours, weekend, or overtime support may be required

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