What are the responsibilities and job description for the Service Desk Analyst position at MB2 Dental?
Overview
At MB2 Dental, we prioritize superior customer service and the efficient operation of our information technology systems. We are seeking a highly capable Service Desk Analyst to assess and optimize the performance of our end-user IT systems and software. The Service Desk Analyst will be responsible for analyzing IT system performance, resolving IT equipment and software issues, and providing IT support to on-site staff and partner offices.
MB2 Dental is pleased to offer a competitive compensation package that includes medical/dental/vision/life insurance, long- and short-term disability, PTO, paid holidays, traditional and Roth 401(k) options, and more.
Service Desk Analyst Responsibilities:
- Resolve incoming end-user IT-related issues for remote partner offices and onsite users
- Prioritize the resolution of IT concerns and escalate issues to relevant stakeholders
- Perform system installations, updates, and maintenance for practice management systems
- Collaborate with vendors to resolve remote partner office issues
- Document processes and maintain service desk records
- Actively participate in staff meetings to recommend optimizations for IT performance and prevent future problems
- Collaborate with internal departments to ensure IT needs are met
Service Desk Analyst Requirements:
- CompTIA A and Net certifications or at least 3 years of experience in IT performance analysis and end-user support in the health industry
- Must have experience operating at Tier 2 or higher within a service desk or technical support environment
- Ability to lift up to 75 lbs. and assist with equipment setup and relocation when necessary
- Proficiency in customer relationship management (CRM) and task management software
- Exceptional analytical and problem-solving skills
- Advanced collaboration, communication, and interpersonal skills
- Excellent organizational and time management skills
- MacOS experience or certification is highly preferred, particularly for supporting end users who rely on Apple products and services
- Dental support experience is a plus, as familiarity with dental practice management systems and technologies will be beneficial when supporting our teams
MB2 Dental Solutions, LLC is an equal opportunity employer.
INDHRM200
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