What are the responsibilities and job description for the IT Support Specialist – Helpdesk & Dental Systems position at American Dental Companies?
Position: IT Support Specialist – Helpdesk & Dental Systems
Department: Information Technology
Reports to: IT Director
Location: American Dental Companies HQ – onsite
Role Overview
American Dental Companies is seeking a dedicated IT Support Specialist – Helpdesk & Dental Systems to provide frontline technical support for our employees and clinics.
This role will be the first point of contact for troubleshooting tickets, resolving hardware/software issues, and ensuring smooth operation of both general IT systems and dental-practice-management applications and devices.
You'll play a critical role in supporting our practices across multiple locations, ensuring doctors and clinical staff can focus on patient care without technical interruptions.
Key Responsibilities
Helpdesk & General IT Support
Department: Information Technology
Reports to: IT Director
Location: American Dental Companies HQ – onsite
Role Overview
American Dental Companies is seeking a dedicated IT Support Specialist – Helpdesk & Dental Systems to provide frontline technical support for our employees and clinics.
This role will be the first point of contact for troubleshooting tickets, resolving hardware/software issues, and ensuring smooth operation of both general IT systems and dental-practice-management applications and devices.
You'll play a critical role in supporting our practices across multiple locations, ensuring doctors and clinical staff can focus on patient care without technical interruptions.
Key Responsibilities
Helpdesk & General IT Support
- Serve as the first point of contact for employees via ticketing system, phone, remote or onsite.
- Provide Tier 1/Tier 2 troubleshooting for hardware (PCs, laptops, printers, network devices) and software applications.
- Manage and support all Microsoft 365 services (Exchange Online, Teams, OneDrive, SharePoint, Intune).
- Work on the Intune device enrollment office by office.
- Escalate complex issues to senior IT team members when necessary.
- Maintain accurate records of issues and resolutions in the ticketing system.
- Provide frontline support for Denticon practice management system.
- Provide frontline support for Apteryx/XVWeb imaging system.
- Troubleshoot Denticon user issues, integrations, and workflow problems.
- Collaborate with vendor support when advanced escalation is required.
- Support dental devices integrated with Denticon and Apteryx/XVWeb, including but not limited to:
- Sensors (Dexis, Jazz, Dentimax, Schick, XDR, Rex, etc.)
- Intraoral (IO) cameras
- CBCT / Panoramic imaging systems
- Resolve connectivity, driver, and integration issues between devices and Denticon.
- Provide hands-on technical support in offices when required.
- Assist with new device setups, system rollouts, and IT hardware installations.
- Audit and document existing networking infrastructure across the existing and new ADC offices.
- Oversee physical infrastructure upgrades (cabling, racks, switches, access points, security devices).
- Train end users on basic IT and dental system workflows.
- At least 2 years of IT support / helpdesk experience (healthcare/dental IT strongly preferred).
- Hands-on experience with ticketing systems.
- Familiarity with practice management systems (Denticon preferred).
- Familiarity with imaging systems (Apteryx/XVWeb preferred).
- Experience with dental imaging devices and integration workflows a plus.
- Strong knowledge of Windows environments, device drivers, and networking basics.
- Excellent customer service, communication, and troubleshooting skills.
- CompTIA A , Network , Microsoft 365 or equivalent.
- Vendor-specific dental IT certifications (if available).