Service Desk Analyst II
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Summary
Supports MB2 Dental's internal IT operations by resolving end-user issues for on-site staff and remote partner dental offices, prioritizing and escalating tickets, performing installs/updates/maintenance on practice management systems, and documenting processes. Core tools include CRM/task management software and macOS support; CompTIA A+/Net+ or equivalent experience is expected.
MB2 Dental, a first-of-its-kind Dental Partnership Organization (DPO) founded in 2007 and based in Carrollton, TX, is actively hiring a Service Desk Analyst II! This is an excellent opportunity to join a collaborative IT team that supports more than 825 dental practices across 45 states while helping drive exceptional service and technology support throughout the organization. Under the visionary leadership of our CEO, Dr. V, you will find a fulfilling career within the MB2 family right from the start.
The Service Desk Analyst II is responsible for assessing and optimizing the performance of end-user IT systems and software, resolving hardware and software issues, and providing technical support to both onsite staff and remote partner offices. This position serves as a key technical resource for troubleshooting, escalation support, system maintenance, and continuous improvement initiatives. MB2 Dental is pleased to offer a competitive compensation package that includes medical, dental, vision, and life insurance; short- and long-term disability; PTO; paid holidays; traditional and Roth 401(k) options; and more.
Benefits:
- Medical, dental, vision, and life insurance.
- Long and short-term disability.
- PTO and paid holidays.
- Traditional and Roth 401(k) options.
- Referral Bonus Program.
Service Desk Analyst II Responsibilities:
- Resolve incoming end-user IT-related issues for remote partner offices and onsite users.
- Prioritize the resolution of IT concerns and escalate issues to relevant stakeholders.
- Perform system installations, updates, and maintenance for practice management systems.
- Collaborate with vendors to resolve remote partner office issues.
- Document processes and maintain service desk records.
- Actively participate in staff meetings to recommend optimizations for IT performance and prevent future problems.
- Collaborate with internal departments to ensure IT needs are met.
- Perform additional duties as assigned to support evolving business needs.
Service Desk Analyst II Requirements:
- CompTIA A+ and Network+ certifications or at least 3 years of experience in IT performance analysis and end-user support; healthcare industry experience is a plus.
- Must have experience operating at Tier 2 or higher within a service desk or technical support environment.
- Ability to lift up to 75 lbs. and assist with equipment setup and relocation when necessary.
- Proficiency in customer relationship management (CRM) and task management software.
- Exceptional analytical and problem-solving skills.
- Advanced collaboration, communication, and interpersonal skills.
- Excellent organizational and time management skills.
- MacOS experience or certification is highly preferred, particularly when supporting end users who rely on Apple products and services.
- Dental support experience is a plus, as familiarity with dental practice management systems and technologies will be beneficial when supporting our teams.
Preferred Qualifications:
- Experience supporting Microsoft 365 environments.
- Experience with Active Directory and user account administration.
- Experience with endpoint management platforms such as Intune or similar tools.
- Experience supporting dental, healthcare, or multi-location organizations.
- Demonstrated ability to troubleshoot complex software, hardware, and connectivity issues.
Physical & Work Requirements:
- Ability to lift and move IT equipment up to 75 lbs.
- Ability to work in office and clinical environments.
- Ability to occasionally assist with equipment deployments and workstation setups.
- Availability to support critical business needs as required.
MB2 Dental Solutions, LLC is an equal opportunity employer.