Tier 2 IT Support Specialist

Job Description

Job Description

Syntec is looking for a IT Support Specialist - Tier 2:
Syntec is Northern Ohio's premier dental-specific IT Managed Service Provider, located in northern Ohio. We provide Managed IT Services, ongoing IT Support, Consulting, Installation and Integration services to dental practices as their out-sourced IT Dept.

We’re currently looking to hire a Tier 2 IT Support Specialist on a full time, permanent basis. This is an additional position to our team. We’re looking to drive efficiencies throughout our service delivery and increase our customer experience satisfaction.

As a Tier 2 IT Support Specialist you'll mainly be focused on three types of work – in-office remote support, client onsite IT support, and in-the-field build-out project work. You will also be scheduled to assist with larger build-out and tech refresh projects on a case-by-case basis. The ideal candidate will have an understanding of HIPAA and current cybersecurity defenses. Previous employment with an IT Managed Service company is a plus.

Who we are:
Syntec is northern Ohio's premier IT Managed Services Provider for dental practices. Syntec provides information technology services and solutions solely to dental practices, including computer network support, HIPAA-compliant cyber security solutions, cloud backup and business continuity services, multimedia audio-video systems, infrastructure cabling and phone systems. We have cultivated a highly-specialized, professional and dependable team of experts, allowing us to support a wide variety of dental systems and platforms. We understand that our success is based on the value that our employees deliver through excellent customer service and technical expertise. Since 2010, Syntec has been Greater Cleveland Dental Society's exclusive Key Solutions Preferred Provider of Technology & I.T. Services. We are the leader in our field, and are committed to offering the best technical support experience to our clients.

What kind of person are we looking for?
Cutting Edge - As a Dental-specific IT Managed Service Provider, we are tasked with delivering the latest technology to our clients, while keeping their business objectives in the front of our minds. That means that we need you to know about new technologies, tools and trends to keep our team and our clients current. Previous experience and working knowledge of HIPAA and cybersecurity is a plus.

An Inquiring Mind - Our clients have questions, and as the leader in our field it's important that you give them accurate answers! Ideally, you’re not only an IT geek, but have a general understanding of business too and can speak like a human being, not a robot. Some of the time you'll work independently, but you are a part of our team, and you'll need to demonstrate your ability to help your teammates.

An ability to multitask - You'll be balancing client service requests, internal IT projects, external IT projects while simultaneously updating and completing your service tickets, updating training documentation, etc.

Steve McQueen - Calm, Cool, and Collected. We’re big on process and planning, but this is IT, we make a living fixing stuff that breaks or just doesn’t work the way it’s supposed to. Most of the time things go smooth, but you’re bound to be thrown a few curve balls. We need you to be able to take a deep breath, then get back to it, resolve the issue and leave our clients grinning ear to ear!

An Excellent Communicator - Our clients see us as an extension of their own team, and we need you to be able to talk to them on their terms, turn the geek-speak into something they can actually understand. Internally, you need to provide us with that same level of clear, concise communication.

What will you be doing every day?
As a Tier 2 IT Support Specialist, you will work directly with our clients and partners providing expertise and service with hardware and software installations, troubleshooting and providing ongoing desktop and remote support. You’ll do this by:

• Evaluating, and prioritizing incoming service requests (telephone, voicemail, e-mail, and in-person requests) for assistance from our clients experiencing problems with hardware, software, networking, server and other computer-related technologies.
• Troubleshooting Practice Management and Imaging software applications
• Troubleshooting Digital Imaging devices (x-ray sensors, intraoral cameras, scanners, etc.)
• Troubleshooting Microsoft Windows
• Troubleshooting Network, VoIP, Internet Issues, Peripherals (Printers, Scanners, and other devices)
• Providing support for backups, antivirus and endpoint protection software.
• Providing support for common business applications (MS Office, O365, Google Workspace, etc.)
• Providing support for common IT tasks (password resets, new user setups, etc.)
• Providing end user training for common support requests
• Travel on site to customer’s location when onsite support is required.
  (A company support service vehicle will be provided)

Occasionally you’ll also be required to assist with new office build-out projects. Here you’ll need to utilize your skills in troubleshooting networking issues, and running infrastructure cabling. The position requires basic knowledge of audio/visual equipment, as you’ll need to be comfortable installing monitor and computer mounting solutions.

What are the required qualifications and experience for this position?

• Associate’s Degree or Technical Degree (IT-related).
• Minimum 3 years of experience an IT support role.
• Advanced performance analysis and troubleshooting skills and strong documentation skills.
• Supporting/troubleshooting end user hardware, software, and peripherals including printer/fax/scanners.
• Microsoft Windows Server 2012 or later operating systems.
• Microsoft Windows Server Roles: AD, DNS, DHCP, DFS, IIS, GPO, RDS.
• Microsoft Windows Desktop: 7, 8/8.1, 10 and 11 Professional operating systems.
• Office 365 administration.
• Hands-on equipment experience - rack, and stack, infrastructure cabling/wiring.
• Installation of infrastructure cabling in new and existing construction environments.
• Installation of audio/visual equipment.
• Installation of ceiling, wall, and desk mounts for computers and peripherals.
• Training office staff of proper operation of the systems installed.
• Must be a team player and collaborate with other co-workers, yet be able to work independently when needed.
• Clear, concise communication with end-clients and supervisors.
• Strong communication skills, both oral and written.
• Good organizational skills with a strong attention to detail.
• Timely completion of service tickets with summaries of services rendered.
• Assists with planning for and responding to client project needs when applicable.
• Must be able to quickly and correctly diagnose problems with computer systems and introduce the best solution.
• Ability to learn new technology quickly.

Preferred Experience:

• Previous support work and familiarity with dental practice management and imaging software.
• MSP Environment Experience: 3 Years (Preferred)
• Experience working with a PSA ticketing system (Autotask is a huge plus, or similar)
• Enterprise level networking (switching & routing) troubleshooting experience
• PowerShell scripting
• Firewall installation & configuration (SonicWall & Fortinet is a plus)
• Backup Solutions: Cloud Backup and DR

What do you get for all your hard work?
The satisfaction and knowing of job well done…Not good enough, yeah, we didn’t think so either, so here’s the real deal:

• Money - The salary range for this position is $50k - $65K/year depending on experience.
• Time – This is a salaried position, so we expect 40 hours/week from you. It might be 45 occasionally, but not very often.
• Health Insurance.
• Retirement - We provide a Simple IRA retirement plan, matched dollar per dollar for up to the first 3% of your salary*
• Paid holidays - You'll get paid for 9 holidays without even showing up to work!
• Vacation – You get two weeks (80 hours) of paid vacation time per year
• Additional PTO - You get 24 additional paid personal hours off per year
• Sick Days – You get 5 paid sick days per year
• Quality of Life – You get 5 paid days off at the end of the year that do not count as your vacation. (Either the week before Christmas, or the week after)

Syntec provides information technology services and solutions solely to dental practices, including computer network support, HIPAA-compliant cyber security solutions, cloud backup and business continuity services, multimedia audio-video systems, infrastructure cabling and phone systems. We have cultivated a highly-specialized, professional and dependable team of experts, allowing us to support a wide variety of dental systems and platforms. We understand that our success is based on the value that our employees deliver through excellent customer service and technical expertise. Since 2010 Syntec has been Greater Cleveland Dental Society's exclusive Key Solutions Preferred Provider of Technology & I.T. Services. We are the leader in our field, and are committed to offering the best technical support experience to our clients.

Company Description

Syntec provides information technology services and solutions solely to dental practices, including computer network support, HIPAA-compliant cyber security solutions, cloud backup and business continuity services, multimedia audio-video systems, infrastructure cabling and phone systems. We have cultivated a highly-specialized, professional and dependable team of experts, allowing us to support a wide variety of dental systems and platforms. We understand that our success is based on the value that our employees deliver through excellent customer service and technical expertise. Since 2010 Syntec has been Greater Cleveland Dental Society's exclusive Key Solutions Preferred Provider of Technology & I.T. Services. We are the leader in our field, and are committed to offering the best technical support experience to our clients.