IT Specialist (majority of time onsite/ in office)

About Us  

Dental Intelligence is the leading player in the SaaS analytics and workflow space for dental practices, launched in 2015 to help dentists manage and grow their practices. Our best-in-class tech makes it more fulfilling to be a dental professional and easier to be a patient. Nearly 9,000 dental practices utilize our platform to practice smarter, generating an average top-line production increase of 50% in the first 12 months. Whether a practice wants a comprehensive 2-year growth plan or simply a more effective Morning Huddle, we take the busy work out of growth. Our platform helps practices find patients, schedule them, follow up, collect payments, file their forms, design their treatment plans, and so much more.  We seek an experienced IT Specialist that can help us to continue to grow by supporting our internal team. If the profile below sounds like you - let’s talk! 

What You'll Do  

You will own the design and construction of processes, tools, and mechanisms to support and maintain our internal employee computer systems, services, networks and servers. You will collaborate closely with our Systems and Security teams to ensure that our users have the technology they need to perform their duties without interruption. The ideal candidate is someone who wants to make an immediate impact bringing an innovative, customer service mindset to a team to improve processes, function, and efficiency across the entire IT ecosystem. 

  
Outcomes You’ll Own 

• Provide quality IT support and service by interacting positively with our internal team answering inquiries, and effectively handling complaints.  

• Track and update support desk Incidents, Request, Problem, and Change, Project tickets, and other documentation. 

• Provide assistance, training and guidance to new starters. Help identify ways that we can improve our onboarding process and experience. 

• Enable on time delivery of Production and Launch services through provision and support of IT systems and services. Report on any new business requirements. 

• Team player that values being part of a talented team and realizes that being positive and helpful is as valuable as having great technical skills  

• Participate in the Continuous Improvement Process; the ongoing effort to improve our service, IT Systems, and processes. Assist in the development of new systems and networks. 

 
Metrics We’ll Track 

• Time to resolve 

• Internal Customer Satisfaction 

• Tickets resolved per week 

• Processes documented 

Requirements

• Experience working with ticketing systems & supporting end users 

• Solid understanding of SaaS, computer systems, mobile devices, and other tech products 

• Experience troubleshooting across all modern operating systems (macOS, Windows, Linux) 

• Ability to diagnose and resolve fundamental technical issues 

• Excellent communication and customer service skills 

• Maintain inventory of all equipment, software, and software licenses 

• Ability to perform remote troubleshooting by walking internal customers through problem-solving process, using diagnostic techniques, and asking pertinent questions 

  
What You'll Love About Us  

• Flexible Time Off + 10 paid holidays  

• Competitive Medical, Dental & vision offerings, including free medical premiums for employees, with buy up plan options, AND we match your HSA contributions.  

• Company sponsored Life, Disability & AD&D  

• Mental Health support programs, Cellphone & Gym membership Discounts  

• 100% Paid Parental Leave  

• 401K Retirement savings plan with company match up to 5.5% + unlimited access to financial advisors.    

• Tuition Reimbursement program   

• Flexible work location for most roles (in-office, work-from-home, or hybrid)