Enable Dental provides on-site dental care with a mission to offer compassionate, high-quality services to those in need. They are seeking a Tier 1 Tech Support Specialist to serve as the first point of contact for internal IT support, focusing on providing excellent service to remote and mobile teams while troubleshooting technical issues and ensuring smooth operations.
Responsibilities
- Provide Tier 1 support for employees using dental software tools and related platforms
- Respond to requests such as password resets, software installations, and basic troubleshooting for connectivity issues (VPN, mobile hotspots, etc.)
- Troubleshoot application errors and manage device support (Windows laptops, mobile devices) to ensure minimal disruption to user workflows
- Set up new user accounts and ensure proper access to Enable Dental's essential SaaS applications and dental software
- Travel locally within Northwest Arkansas to pick up stored laptops and other hardware to ship (approximately 10% local travel required)
- Configure and prepare laptops for shipment to new or remote employees, ensuring all required software is installed and systems are ready for use
- Utilize Remote Monitoring and Management (RMM) tools like NinjaOne to monitor and support remote devices
- Provide excellent internal customer service, ensuring a smooth and positive experience for employees when dealing with technical issues
- Collaborate closely with other team members to promote a collaborative environment where communication and teamwork are key to resolving technical challenges
- Maintain open, clear communication with end-users to ensure they feel supported and valued throughout the troubleshooting process
- Be available for minimal on-call duties to address urgent technical issues outside of standard business hours
Skills
- Must live in Arkansas and be able to travel to Fayetteville area 10% of the time
- Provide Tier 1 support for employees using dental software tools and related platforms
- Respond to requests such as password resets, software installations, and basic troubleshooting for connectivity issues (VPN, mobile hotspots, etc.)
- Troubleshoot application errors and manage device support (Windows laptops, mobile devices) to ensure minimal disruption to user workflows
- Set up new user accounts and ensure proper access to Enable Dental's essential SaaS applications and dental software
- Travel locally within Northwest Arkansas to pick up stored laptops and other hardware to ship (approximately 10% local travel required)
- Configure and prepare laptops for shipment to new or remote employees, ensuring all required software is installed and systems are ready for use
- Utilize Remote Monitoring and Management (RMM) tools like NinjaOne to monitor and support remote devices
- Provide excellent internal customer service, ensuring a smooth and positive experience for employees when dealing with technical issues
- Collaborate closely with other team members to promote a collaborative environment where communication and teamwork are key to resolving technical challenges
- Maintain open, clear communication with end-users to ensure they feel supported and valued throughout the troubleshooting process
- Be available for minimal on-call duties to address urgent technical issues outside of standard business hours
- Education Requirements: Bachelor's degree in information technology or related discipline
- Experience: 1-2 years of help desk or technical support experience
- Basic understanding of Windows laptops, cloud-based SaaS applications, and mobile device troubleshooting
- Effective communication skills with the ability to explain technical concepts in a clear, user-friendly manner
- Ability to thrive in a positive, collaborative culture, and contribute to a supportive team environment
- Remote Work Requirements: Reliable high-speed internet connection
- Dedicated workspace free from distractions
- Education Requirements: Bachelor's degree in information technology or related discipline
- Certifications: CompTIA A+
- Certifications: ITIL Foundation Certification
- Supporting users in a decentralized or multi-location environment
- Familiarity with dental software like Carestack
Benefits
- Medical
- Dental
- Vision
- 401(k)
- Life Insurance
- Paid Time Off
Company Overview
- Enable Dental offers on-premise dental solutions for in-need populations empowering dental clinicians to deliver care to patients. It was founded in 2017, and is headquartered in Austin, Texas, USA, with a workforce of 51-200 employees. Its website is http://www.enabledental.com.