Dental Care Alliance · 9 hours ago
Help Desk Support - Tier II
United States
Full-time
Remote
Mid Level
3+ years expDental Care Alliance is one of the country’s largest and oldest dental support organizations, actively seeking an IT Help Desk Support-Tier II professional. The role involves providing technical assistance, resolving service requests, and ensuring the performance of computer systems within the organization.
DentalHealth CareMedical
Responsibilities
Communicating with the requester to ensure they understand the current status of their ticket at the time of dispatch
Employing good communication skills to resolve service requests and answer user inquiries regarding computer software or hardware operation to resolve problems
Using the Critical Priority Escalation process for all new critical priority service requests
Following the Ticket Flow process
Oversee the daily performance of computer systems
Observe system functioning to verify correct operations and detect errors
Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software
Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications
Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities
Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support
Confer with staff, users, and management to establish requirements for new systems or modifications
Prepare evaluations of software or hardware, and recommend improvements or upgrades
Inspect equipment and read order sheets to prepare for delivery to users
Modify and customize commercial programs for internal needs
Conduct office automation feasibility studies, including workflow analysis, space design, or cost comparison analysis
Working with vendor support and IT Management as needed to resolve tickets
Handle service request escalations and instruct junior technicians on technical solutions
Qualification
Required
High School Diploma / GED
3 - 5 Years of IT Support Services experience
Proficiency in internetworking, TCP/IP, routing/switching, wireless networks, VPNs, network diagnostics, management and troubleshooting
Working knowledge of core Internet protocols including TCP/IP, DNS, FTP, etc
Experience with Microsoft Windows 2012R2, and 2016 server environments including installation, configuration and use of Active Directory
Experience with Dental X-Ray / Imaging systems (with a focus on how these systems integrate with the workstation and the dental practice management software)
Preferred
Bachelor's Degree in a Computer Science field
CompTIA A+ / CompTIA Network+
MCSE
Experience with managing Microsoft Hyper-V environments
Experience with Cisco Meraki
Company
Dental Care Alliance
Management and licensing services to dental practices in Florida.
1001-5000 employees
H1B Sponsorship
Dental Care Alliance 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
2023 (1)
Funding
Current Stage
Public CompanyTotal Funding
unknown2023-01-16Acquired
2021-03-01Debt Financing
1997-11-04IPO
Leadership Team
James Nick
Chief Operating Officer
David Pegg
Chief Development Officer
Recent News
Globe and Mail
2025-11-26
2025-08-27
2025-05-06
Company data provided by crunchbase