Tech Support Specialist 3

Overview: Our company is looking for a bright, motivated, Technical Support III Technician. Our team consists of over 600 professionals and staff at Dental Office Locations throughout CA, AZ, TX, & AL. The Technical Support III Technician will be expected to support our Corporate and Clinic staff notating the incident using the company ticketing system, as well as solve these issues independently when capable, and at other times will work with other Team Members and vendors to quickly resolve issues. Their duties include helping diagnose technical issues over the phone and in person, documenting end user interactions, communicating with the business through email, and providing a positive support experience. Responsibilities:

• 
  Provide 2nd Level escalation support to the Help Desk level 1 and 2 staff, and support IT Management with Technical Requests
• Document solutions and troubleshooting processes for Help Desk level 1 and 2 members to follow
• Handling Support requests via phone, email, portal, etc.
• Update Ticket Incidents and communicate with clients on a daily basis or as required until issue is closed.
• Ability to resolve 2nd level computer issues remotely for our Clinic Offices.
• Interact with Executives and support them in a timely and courteous manner.
• Escalate unresolved issues to the appropriate internal channel
• Support VDI environment
• Monitor, troubleshoot, and support Windows servers, desktop/laptop/thin-client PCs, local and wide area networks, data storage systems, Active Directory, and dental office information systems.
• Configure devices, drivers, and network printers
• Configure Systems for new dental offices
• Updating Service Desk Knowledge Base with tech tips

Qualifications:

• Must have a minimum of 7 years of experience in a Technical Support Technician type role
• Be able to work in a fast-paced environment and maintain excellent customer service
• Possesses excellent written and verbal communication skills and team-focused mindset
• Detail Oriented
• College degree in a technology discipline is preferred, Technology certifications are a plus
• Windows Client and Server operating systems (Win10, 20012)
• Excellent Hardware and Software troubleshooting skills
• Experience with Basic Network devices and architecture
• Windows scripting is a plus
• Experience with Active Directory
• Experience providing VIP technical support to company executives is a plus
• Experience with configuring and imaging of HP Thin Clients is a plus
• Experience with VMWare and Horizon View is a plus

To apply, send resume to: Lilramirez@westerndental.com