• Helpdesk Technician

    Job Locations US-MA-Waltham
    Posted Date 3 weeks ago(10/31/2018 7:41 PM)
  • Overview

    42 North Dental is a growing dental support organization with 58 locations and growing in Massachusetts, Connecticut, New Hampshire and Maine. For additional information, please see http://www.42northdental.com. 

    Responsibilities

    The Helpdesk Technician is responsible for managing the IT portion of helpdesk queue. This includes but not limited to setting up access to various systems for staff, troubleshooting and resolving issues, documenting processes and useful tips. This individual will be focused on resolving issues permanently while enabling a self-service model and adhere to already published Service Level Agreements. With the changing technology landscape, this individual will adapt and implement special projects as needed.

     

    Responsibilities:

    • Manage the IT support queue and make sure that entire team adheres to SLAs
    • Triage and distribute tickets as needed
    • Application support including set up of users, providers, password resets.
    • Develop and maintain documentation and procedures.
    • Contribute to and maintain system standards.
    • Perform daily system monitoring like report completions, backups etc.
    • Work closely with vendors as needed to resolve issues.
    • Create, change, and delete user accounts per request.
    • Position will require phone, remote and potential on-site support.
    • Participate in on-call rotation as needed.
    • Must have reliable transportation if travel to offices is required.

    Qualifications

    • 1-3 years of prior experience in Application Support and/or Technical Support role.
    • General knowledge of computers/servers, phone system, helpdesk applications and basic networking
    • Self-starter, eager to learn quickly, ability to multi-task, clear and concise communication

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