Service Desk Agent

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.

Key Responsibilities:

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.

Qualifications & Experience:

Required

• 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.

Preferred

• 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.

Work Schedule:

• 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.

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