Service Desk Technician

Job Description

Sage Dental Management is a leading, rapidly growing Dental Service Organization (DSO) committed to innovation, excellence, and patient-centered care.\n
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Overview \n
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\n Sage Dental Management is looking for a Help Desk Support Technician to join our growing team in Boca Raton, FL! This position will provide technical assistance to computer system users and will answer questions or resolve computer problems for clients in person, via telephone or from a remote location. This position may also provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems. Some nights, weekend, and on call duties are required. Travel to set up new locations is also required.\n
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Responsibilities \n
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• Must be able to be onsite, M-F, in our Boca Raton office. This is not a remote role.
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• Provide technical support and communicate technical information to all Sage Dental computer end users
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• Strong customer service skills (able to take phone calls from non-technical end users in a personable and professional manner)
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• Work on help desk request via ticketing system and follow up when required
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• Document all relevant information, troubleshooting steps taken, and resolution
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• Maintain SLA expectations and ticketing processes and procedures
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• Collaborate with teammates on hardware and software issues and escalate as needed
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• Install and troubleshoot hardware, software, and/or peripheral equipment
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• Support and troubleshoot Windows operating system, Microsoft Office 365 applications, printers, and third-party applications to determine root cause of issue
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• Use of Office 365 products such as Outlook, Teams, and Excel
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• Maintain cleanliness and organization of work space
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• Minimum of 1-3 years of experience in a help desk role.
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• Certifications are a plus.
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• Experience supporting Windows machines, Citrix, O365 apps, and printers preferred.
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• Excellent communication (verbal and written), interpersonal, time management, and developmental skills.
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• Strong problem solving and critical thinking skills.
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• Ability to learn new technologies quickly.
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• Must be a team player!
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• The ability to work 8:00am - 5:00pm, overtime, nights, weekends, and participate in on call rotation is required.
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• Must have reliable transportation and willingness to travel to set up new locations and support existing ones is required.
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