Triage Technician, IT-Remote

As an IT Service Desk Triage Technician, you will be responsible for answering calls from Heartland Dental supported dental offices and monitoring electronic requests into the IT Service Desk and will assist with resolution or route caller to appropriate resource.  The Triage team also assists with various projects, including assisting vendors with remote connectivity.      

With more than 1,800 dental offices supported across 39 states, over 10,000 team members and over 3,000 supported doctors in our support, Heartland Dental has a proven track record of growth and success. We’re looking for professional individuals who are open, positive and mentally flexible to join our network of support.

To give you an idea of the team structure, you will work on the Service Desk team which is comprised of 22 team members, reporting to the IT Dental Office Support Supervisor.

Below is an overview of the duties and responsibilities you would take on in this role:

• Answer phone calls from supported offices
• Monitor requests and ensure proper routing and escalation 
• Assist supported office team members with technical requests
• Route advanced requests to appropriate resource
• Assist with vendor requests for remote connectivity
• Assist with password resets
• Other projects as assigned

• Customer service experience
• Practical knowledge of computer concepts
• Strong computer skills, including experience with Microsoft Word, Outlook, and Excel
• Strong organizational skills, accuracy and attention to detail 
• Ability to work well under pressure and prioritize multiple tasks
• Strong verbal and written communication skills
• Ability to answer telephone calls and communicate information to callers
• Ability to interact with co-workers in a collegial manner to accomplish common tasks
• High level of maturity, personal initiative, and sound judgment

• Experience in assisting customer troubleshoot issues over the phone
• Experience in troubleshooting software and computer hardware systems