IT Support Technician - Grand Rapids

The IT Support Technician will assist team members at our dental practices who are experiencing any procedural or operating difficulty with the use of IT hardware, software, products, or services. The IT Support Technician will maintain a diligent focus on proactively identifying and resolving issue trends.  This role will work very closely with Senior Systems Engineer and other IT team members to collaborate on long-term solutions that mitigate the volume and severity of IT issues for our practices.  

This role will be a hybrid remote/in-person position with a focus on resolving issues remotely whenever possible. Must be within a commutable driving distance of Grand Rapids, MI for on-site support as needed.

• Supports all SGA dental offices via remote support in an efficient and effective manner.

• Track all issues, troubleshooting steps, and solutions in real-time using the support ticketing system.

• Maintain accurate inventory of technology assets including hardware, software, and licensing.

• Perform general preventative maintenance on the company's computing infrastructure and software.

• Ability to independently review user manuals, web searches, and other resources to identify solutions to complex issues.

• Be able to work in a team environment with other IT professionals.

• Prioritize, diagnose, and resolve issues pertaining to PCs, servers, printers, peripherals, integrated dental equipment and phone systems.

• Support Windows, Microsoft Office, Active Directory, and other commercial and proprietary software.

• Support networked multifunction units to include printing, scanning, and faxing.

• Work through vendor support including hardware and specialty software companies.

• Resolve issues with credit card terminals.

• Follow up on closed tickets to verify satisfactory resolution.

• Participate in structured cabling/wiring as required.

• Endeavor to resolve issues on the first call without escalation.

• Escalates appropriately to senior IT personnel.

• Install and upgrade software on end-user computers.

• Local travel and occasional overnight stays will be required.

• Critically analyze helpdesk tickets for patterns and root cause.  Regularly report to management your findings and recommend solutions to permanently resolve or mitigate issues

• Represent the “voice of the user” in regards to prioritizing issues to resolve- balancing quantity and severity of the symptoms to determine which issues serve the “greatest good”

• Assumes and executes additional responsibilities as assigned.

• Must be self-motivated to learn and support new and fast-changing technologies on multiple platforms.

• Must demonstrate strong verbal and written skills in order to provide effective phone, desk-side, and email support.

• Excellent interpersonal skills

• Exceptional work habits under pressure

• The position requires experience in hardware, software, and network troubleshooting, or equivalent training and/or education are necessary. Customer service training and/or experience are beneficial.

• Interactions must be handled with diplomacy and tact.  Individual must be able to gauge the user's technical ability and communicate with them in appropriate technical or non-technical language in a non-condescending manner.

• Minimum of 1 year in an IT support organization with experience resolving root cause issues rather than just individual problems.

• Experience with dental practice software a huge plus!