North American Dental Group (NADG) ยท 1 day ago
IT Service Desk Analyst
Pittsburgh, PA
Full-time
Hybrid
Entry Level
2+ years expNorth American Dental Group (NADG) is the fastest growing dental services organization in the United States, consisting of over 200 dental practices. They are seeking an IT Service Desk Analyst to deliver maintenance for a primary incident solution, troubleshoot technical issues, and provide support to end-users.
DentalHealth CareInsuranceMarketing
Responsibilities
Answers and responds to inbound calls or request submissions from end-users
Ensures all support requests are properly documented in the service desk tracking software
Applies skills to troubleshoot all technical issues at service desk level before escalating to an elevated level of support
Analyzes and resolves all application software or hardware incidents and requests from end-users
Ensures to log and tracks incidents and requests from identification through resolution stages
Follows up with reported complex incidents to ensure they are resolved, requests are filled, and the customer communication is complete
Follows implemented policies and security measures when performing tasks
Ensures accurate and necessary information is obtained by utilizing standard operating procedure documentation
Responsible for providing on-call or on-site support as needed
Establishes and develops relationships with other IT teams through frequent constructive communication
Logs incidents and requests into appropriate product categorization
Ensures timely resolution or escalation of incidents, and promptly communicates on progress to end-users
Handles end-user issues or requests with professional attitude
Qualification
Required
A minimum of 2 years of related experience
Equivalent combination of education and experience
Experience working in a service desk environment is preferred using an ITSM and RDM tools are preferred
Solid technical knowledge of enterprise level computing, mobile devices, supported Microsoft operating systems, business software and office productivity tools
Troubleshooting experience on Microsoft and Mac OS and software related issues
Prior experience supporting customers in use of application software and proficiency in applying support software tools
Must possess good problem-solving skills
Must have effective communication skills, both interfacing and remote
Required to have excellent time management skills to handle and escalate incidents in a timely manner, and should be able to set priorities when handling multiple cases
Required to work collaboratively with other IT personnel to resolve user issues
Must be able to provide good customer facing and interpersonal skills, and the ability to develop good working relationships with colleagues at all levels
Must have great telephone etiquette and the ability to handle difficult customers
Must have excellent organizational skills and can apply a methodical approach to prioritizing work and managing workload
Company
North American Dental Group (NADG)
North American Dental Group is a premier dental group with a commitment to industry-leading service and care for EVERY PATIENT, EVERY VISIT.
1001-5000 employees
H1B Sponsorship
North American Dental Group (NADG) has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (1)
2022 (2)
2021 (3)
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
ABRY Partners
2019-08-19Acquired
2015-08-10Private Equity
Leadership Team
Kenneth Cooper
CEO
Devitt Kramer
General Counsel and Secretary
Recent News
2025-11-10
2025-10-11
Company data provided by crunchbase