[Remote] IT Support Specialist

Note: The job is a remote job and is open to candidates in USA. Enable Dental provides on-site dental care with a mission to offer compassionate, high-quality services. They are seeking a Tier 1 Tech Support Specialist who will serve as the first point of contact for internal IT support, focusing on providing excellent service to remote and mobile teams.

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
• 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
• Reliable high-speed internet connection
• Dedicated workspace free from distractions
• Bachelor's degree in information technology or related discipline
• CompTIA A+
• ITIL Foundation Certification
• Jira Service Management and Google Workspace
• Remote Monitoring and Management (RMM) tools such as NinjaOne or similar platforms
• Managing and cloud-based identity and access management services, such as Azure Active Directory
• Implementing and managing Multi-Factor Authentication (MFA) and Single Sign-On (SSO) solutions
• 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