Service Desk Agent

Service Desk Agent

MB2 Dental, a first-of-its-kind Dental Partnership Organization (DPO) founded in 2007, is seeking a dependable, customer-oriented Service Desk Agent to join our IT Support team in Carrollton, TX! This role is responsible for providing first-level technical support, resolving common IT issues, and ensuring a positive service experience for all internal users. The ideal candidate is organized, communicative, and eager to grow in a fast-paced, HIPAA-compliant environment. This is an excellent opportunity to work in a highly collaborative environment while independently managing multiple tasks and responsibilities.

We are pleased to offer a competitive compensation package that includes medical/dental/vision/life insurance, long- and short-term disability, generous PTO, paid holidays, traditional and Roth 401(k) options, and more!

Schedule

• On-site position
• Monday to Friday (8 am–5 pm or 9 am–6 pm depending on shift)
• May require occasional after-hours support depending on business needs

Key Responsibilities

• Frontline Technical Support
  • Serve as the first point of contact for IT support requests through phone, chat, email, and deskside interactions.
  • Troubleshoot and resolve Tier 1 issues related to:
    • User accounts, passwords, and access
    • Workstations, laptops, mobile devices
    • Printers, scanners, phones, and peripherals
    • Basic application functionality and configuration
  • Escalate complex issues to Tier 2 or specialized teams with clear documentation.
• Service Desk Operations
  • Accurately document all incidents and service requests within the Service Desk ticketing system.
  • Prioritize and respond to tickets within established SLAs.
  • Follow existing SOPs and contribute to process improvements.
  • Maintain clear communication with end users regarding the status and resolution of their requests.
• System & Account Support
  • Assist with new-hire setup, including workstation prep, account creation, and equipment assignment.
  • Perform basic Active Directory tasks, including password resets and group membership updates.
  • Support Office 365 applications, including Outlook, Teams, and OneDrive.
• Hardware & Inventory Coordination
  • Assist in imaging, configuring, and deploying end-user devices.
  • Track IT assets and update records accurately.
  • Prepare and ship equipment to remote users as required.
• Knowledgebase & Documentation
  • Follow internal knowledge base articles to ensure consistent resolutions.
  • Provide suggestions to improve documentation based on daily support experience.
• Compliance & Best Practices
  • Maintain awareness of HIPAA requirements and handle all data with confidentiality and professionalism.
  • Follow cybersecurity policies, including verification procedures and safe-handling practices.

Qualifications & Experience

Required

• High School diploma or GED.
• Strong verbal and written communication skills.
• Customer-service oriented with a friendly, professional demeanor.
• Basic understanding of Windows 10/11 environments.
• Ability to multitask and manage time effectively in a fast-moving service environment.
• A willingness to learn and take on new challenges.
• Ability to lift/move up to 50 lbs. for equipment deployment.

Preferred

• 1 year of IT support or help desk experience.
• Familiarity with:
  • Office 365
  • Active Directory (password resets, account lookups)
  • Ticketing systems
  • Remote support tools
• Experience in healthcare/dental office environments is a plus.

MB2 Dental Solutions, LLC is an equal opportunity employer.