***This position is Remote*** Job Summary This position is responsible for providing intermediate level, technical support of IT related products and services for our customers, field technicians, and field reps. Involves some handling of technical issues escalated by level one technicians. What you will do Initiate, handle, and resolve phone calls, emails, voicemail, chat, web forms, and in person requests from our customers, field technicians, and field reps regarding IT support issues. Escalate issues when applicable. Provide an intermediate level of installation, setup, maintenance, and troubleshooting support services among a wide range of IT related products. Handle technical issues that are escalated from level one technicians. Provide professional communication, both written and verbal. Document all service request information into internal database systems according to stringent guidelines and procedures. Participate in company meetings and trainings. Participate in special projects and perform other duties as required. Day in the Life: Work at home, remote only Must live in the US Full-time, 40 hours per week, hourly paid, plus benefits Generally Monday through Friday with shifts start times of 7, 8, 9, or 10 AM Central Time Technicians handle about 20 phone calls and close about 10 tickets daily. IT support services for our dental practice customers, typically small businesses Troubleshoot Windows OS, servers, desktops, firewalls, routers, access points, backup systems, printers, healthcare related technologies, and other IT products. Qualifications Must have: Typically, 4 or more years of related experience. General education, vocational training and/or on-the-job training. Must have at least an intermediate level of technical knowledge of a broad range of IT related products. Specialization and expert knowledge of some specific IT products are typical. Substantial understanding of the job and apply knowledge and skills to complete a wide range of tasks. Complete tasks in creative and effective ways. Apply acquired knowledge of procedures and external regulations. Consistently work on complex assignments requiring independent action and a high degree of initiative to resolve issues. May make recommendations for new procedures. Work under minimal supervision and may determine methods and procedures on new assignments. Excellent time management skills and the ability to prioritize work Very good attention to detail and accuracy Customer service oriented and ability to work with and resolve complex issues Ability to plan and arranges activities Excellent interpersonal communication skills Excellent written and verbal communication skills Ability to maintain confidential and highly sensitive information Ability to work in a team environment Ability to multi-task Ability to manage conflict Capacity to work under pressure Analytical thinking May oversee small projects Identify and recommend continuous improvement Establish productive working relationships with all levels within the organization Intermediate level of technical knowledge and skills with installation, setup, maintenance, and troubleshooting support services of IT related products including but not limited to: Hardware for desktops, laptops, and tablets Hardware for small business servers Microsoft's currently supported Windows desktop and server operating systems. Small business switches, routers, firewalls, and access points Peripherals, printers, scanners, displays, and interface devices Small business data backup systems, software, and media Business productivity software, email, web browsing, security software Miscellaneous devices, cabling, memory, storage, add-on components Domain, user accounts, software accounts Network connectivity and wireless access issues Update and patch deployment, virus removal, malicious software removal Healthcare related digital technologies, devices, and software preferred Strong reading, writing, and typing skills. Excellent communication skills, both verbal and written. Experience with handling multiple phone calls and emails daily. Strong customer service skills and experience. Experience with using standard office equipment, business productivity software such as Microsoft Office, Microsoft Outlook, ticketing databases, CRM databases, remote access software, and call center phone systems is typical. Nice to have: Accredited, IT related certifications are typical. Accredited, IT related bachelor's degree is preferred. The posted range for this position is Tech I $20 - $23 and Tech II at $23 - $26 which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including prior experience, current skills, location/labor market, internal equity, etc. What you get as a Henry Schein One Employee A great place to work with fantastic people. A career in the healthcare technology industry, with the ability to grow and realize your full potential. Competitive compensation. Excellent benefits package! Medical, Dental and Vision Coverage, 401K Plan with Company Match, Paid Time Off (PTO), Paid Parental Leave, Short Term Disability, Work Life Assistance Program, Health Savings and Flexible Spending Accounts, Education Benefits, Worldwide Scholarship Program, Volunteer Opportunities, and more. About Henry Schein One Henry Schein One is the global leader in dental management, analytics, communication, and marketing software. Our company's products and services work together as one simple solution to provide users with a seamless and integrated experience. Our company thrives because of our people. We believe in supportive, diverse, and inclusive workforce, inclusive environments, professional development opportunities, and competitive compensation packages. We value innovation, teamwork, and encourage work-life balance. One of many reasons why Henry Schein One (HS1) leads the industry is because of our products, services and most importantly our people. In 2022 HS1 was awarded one of the top places to work for in Utah. To learn more, click here: 2022 Best Companies To Work For | Henry Schein One Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status. Unfortunately, Henry Schein One is unable to hire individuals residing in Alaska, North Dakota, Hawaii, West Virginia, Maryland, Delaware, Puerto Rico, or other US Territories at this time. Henry Schein
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