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Goetze Dental · 2 weeks ago

Help Desk Technician (Level 1)

Kansas City, MO

Full-time

Onsite

New Grad, Entry Level

Goetze Dental is seeking a Help Desk Technician Level 1 to ensure proper operation and functionality of small business networks, individual workstations, and dental equipment. The role involves receiving, prioritizing, documenting, and actively resolving end user help requests, requiring both in-person and remote assistance.

DentalHealth CareManufacturingMedical Device

Responsibilities

Deployment, management and troubleshooting of Windows-based computers, peripheral devices, and small office network hardware including routers and wireless access points

Deployment, management and troubleshooting of dental business and image management softwares

Field incoming support requests from end users via both telephone and e-mail in a courteous manner

Document all pertinent end user identification information, including name, practice contact information, and nature of support request

Prioritize and address support requests, escalating through proper channels when required

Record, track, and document the support request problem-solving process, including all successful and unsuccessful decisions made, and any hardware or software asset actions taken, through to final resolution

Apply diagnostic utilities to aid in troubleshooting

Utilize Advanced Intelligence tools such as Gemini and Copilot to aid in research and diagnostics while accurately detecting and discrediting inaccurate information provided by such tools

Access software updates, drivers, knowledgebases, and FAQ resources on the internet to aid in problem resolution

Identify and learn appropriate software and hardware used and supported by the organization

Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications

Deployment and management of anti-malware and security solutions

Test fixes to ensure problem has been resolved

Other duties as assigned

Evaluate documented resolutions and analyze trends for ways to prevent future problems

Qualification

CompTIA A+ certificationCompTIA Network+ certificationWindows operating systemsCustomer service experienceDiagnostic utilitiesLearning new skillsCommunication skillsProblem-solving abilitiesTeam-orientedAttention to detail

Required

Knowledge of basic computer hardware and operating systems, including Desktops, Notebooks, and peripheral devices running modern Windows operating systems

Knowledge of basic network hardware, including switches, routers, modems, and wireless access points within small office, single-server domain environments

Working knowledge of a range of common diagnostic utilities

Good understanding of the organization's goals and objectives

Exceptional written and oral communication skills

Exceptional people skills, with a focus on rapport-building, listening, and questioning skills

Strong documentation skills

Exceptional customer service orientation

Highly self-motivated, self-directed, and deadline driven

Strong desire to learn new skills, softwares, and solutions

Ability to conduct research into a wide range of computing issues as required

Proven analytical and problem-solving abilities

Keen attention to detail

Ability to absorb and retain information quickly

Experience working in a team-oriented, collaborative environment

Ability to effectively prioritize and execute tasks in a high-pressure environment

Ability to present ideas and explanations in user-friendly language

Preferred

Previous customer service experience (retail, hospitality, or help desk) is highly preferred

CompTIA A+ certification is helpful

CompTIA Network+ and/or Security+ certification is helpful

Exposure to tools such as ConnectWise Manage, ConnectWise Control, Sophos, UniFi, Arcserve SPX and ImageManager, and/or Microsoft 365's office suite is beneficial