Tier 1 Help Desk Technician

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You can live anywhere you can consistently work those hours., 8:00 AM to 5:00 PM HST (2:00 PM to 11:00 PM Eastern Time), Monday through FridayFull-TimeJunior

Salary40,000 - 45,000 USD per year

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Job Details

Experience: At least 1 year of technical support experience; at least 1 year of customer service experience
Required Skills: Customer serviceTechnical support

Requirements

At least 1 year of technical support experience.
At least 1 year of customer service experience.
Strong written communication for clear support documentation and handoffs.
A calm, clear phone presence when helping stressed, non-technical clients.
Comfort working independently for much of the shift.
Reliability in covering the scheduled shift.
Ability to work 8:00 AM to 5:00 PM Hawaii Standard Time (2:00 PM to 11:00 PM Eastern Time), Monday through Friday.
A quiet, private home workspace suitable for calls involving patient information.
Reliable high-speed internet; wired internet is preferred.
A high school diploma or equivalent.
IT degree or equivalent hands-on experience preferred.

Responsibilities

Take inbound calls and tickets from dental practices and resolve Tier 1 issues on first contact.
Handle password resets, user account setup, printer and print queue problems, wireless configuration, drive mapping, and workstation troubleshooting.
Support Windows 10 and newer, Microsoft 365, macOS, and dental practice management software including Open Dental.
Set up and configure PCs, printers, peripherals, and basic network equipment.
Open and drive support cases with vendors on behalf of clients.
Document work so a teammate can continue it the next morning.
Identify issues that can wait and escalate those that require immediate attention.
Provide limited Saturday coverage as part of an on-call rotation.

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