Service Desk Agent

Overview

At MB2 Dental, we are committed to delivering outstanding customer service and ensuring the seamless operation of the technology that supports our practices. We are seeking a dependable, customer-oriented Service Desk Agent to join our IT Support team. This role is responsible for providing first-level technical support, resolving common IT issues, and ensuring a positive service experience for all internal users.

The ideal candidate is organized, communicative, and eager to grow in a fast-paced, HIPAA-compliant environment.

MB2 Dental is pleased to offer a competitive compensation package that includes medical/dental/vision/life insurance, long- and short-term disability, generous PTO, paid holidays, traditional and Roth 401(k) options, and more.

• Frontline Technical Support:
  Serve as the first point of contact for IT support requests through phone, chat, email, and deskside interactions.
• Troubleshoot and resolve frontline support issues, including:
  • User accounts, passwords, and access problems.
  • Workstations, laptops, and mobile devices.
  • Printers, scanners, phones, and other peripherals.
  • Basic application functionality and configuration.
• Escalate more complex or advanced issues to higher‑level support or specialized teams, ensuring all documentation is clear and complete.

• Service Desk Operations:
  • Accurately document all incidents and service requests within the Service Desk ticketing system.
  • Prioritize and respond to tickets within established SLAs.
  • Follow existing SOPs and contribute to process improvements.
  • Maintain clear communication with end users regarding the status and resolution of their requests.

• System & Account Support:
  • Assist with new‑hire setup, including workstation prep, account creation, and equipment assignment.
  • Perform basic Active Directory tasks, including password resets and group membership updates.
  • Support Office 365 applications, including Outlook, Teams, and One Drive.

• Hardware & Inventory Coordination:
  • Assist in imaging, configuring, and deploying end-user devices.
  • Track IT assets and update records accurately.
  • Prepare and ship equipment to remote users as required.

• Knowledgebase & Documentation:
  • Follow internal knowledge base articles to ensure consistent resolutions.
  • Provide suggestions to improve documentation based on daily support experience.

• Compliance & Best Practices:
  • Maintain awareness of HIPAA requirements and handle all data with confidentiality and professionalism.
  • Follow cybersecurity policies, including verification procedures and safe‑handling practices.

• High School diploma or GED.
• Strong verbal and written communication skills.
• Customer‑service oriented with a friendly, professional demeanor.
• Basic understanding of Windows 10/11 environments.
• Ability to multitask and manage time effectively in a fast-moving service environment.
• A willingness to learn and take on new challenges.
• Ability to lift/move up to 50 lbs. for equipment deployment.

• 1 year of IT support or help desk experience.
• Familiarity with:
  • Office 365.
  • Active Directory (password resets, account lookups).
  • Ticketing systems.
  • Remote support tools.
• Experience in healthcare/dental office environments is a plus.

• On-site position.
• Monday to Friday (8 am–5 pm or 9 am–6 pm depending on shift).
• May require occasional after-hours support depending on business needs.

MB2 Dental Solutions, LLC is an equal opportunity employer.