Service Desk Agent

Carrollton, Texas

Instant Apply

2 days ago

Job Description

MB2 Dental is seeking a dependable, customer-focused Service Desk Agent to serve as the first point of contact for technology support. This Tier 1 role answers inbound calls and messages, creates and triages tickets, resolves common end-user issues using approved procedures, and routes more complex work to the appropriate support team with complete documentation. The Service Desk Agent supports corporate employees and partner dental offices in a fast-paced, HIPAA-compliant environment.

Objectives and Responsibilities:

Answer inbound Service Desk calls and respond to support requests received through email, Teams, voicemail, and approved support channels.
Create a ticket in Issuetrak for every support contact; record the user, practice, business impact, troubleshooting performed, current status, and clearly defined next action.
Categorize and prioritize incidents and service requests based on urgency and business impact, including quickly identifying potential office outages or issues affecting multiple users.
Perform Tier 1 troubleshooting for Windows 10/11 computers, laptops, monitors, docking stations, printers, scanners, phones, mobile devices, and common peripheral issues.
Resolve routine account and access issues, including password resets, account unlocks, multi-factor authentication, basic Microsoft 365 support, and standard access requests that follow documented procedures.
Support common Microsoft 365 applications, including Outlook, Teams, and OneDrive, and provide basic assistance with approved applications and dental-office technology.
Use remote-support tools, knowledge articles, and standard operating procedures to complete known fixes and guide users through basic troubleshooting.
Monitor the IT support mailbox and incoming requests, convert actionable requests into tickets, and route requests to the correct owner when they fall outside Service Desk scope.
Gather complete information for escalations and transfer unresolved or higher-level issues to Service Desk Analyst II, Infrastructure, IT Operations, Field Services, Security, Telecom, or the appropriate vendor.
Maintain ownership of user communication during escalation by providing status updates, documenting handoffs, and confirming the next step or resolution.
Coordinate initial follow-up with internet providers and other vendors for outages or service issues when directed, and document dispatch details, findings, and restoration estimates.
Provide limited desk-side support at headquarters when assigned, while maintaining phone and ticket coverage as the role's primary responsibility.
Follow queue-status, schedule, attendance, and availability procedures to maintain reliable Service Desk coverage.
Participate in the after-hours on-call or overtime rotation as assigned.
Protect confidential information, follow HIPAA and cybersecurity requirements, verify users before completing sensitive requests, and report suspected security incidents immediately.
Identify unclear procedures or recurring issues and recommend updates to knowledge articles, ticket templates, and support workflows.
Perform additional duties as assigned to support evolving business needs.

Required Qualifications:

High school diploma or GED.
Customer-service or technical-support experience with demonstrated ability to communicate professionally by phone, email, and chat.
Basic working knowledge of Windows 10/11, computers, printers, peripherals, and common business applications.
Ability to ask effective troubleshooting questions, follow documented procedures, recognize issue priority, and escalate appropriately.
Strong written communication and documentation skills, including the ability to create clear and complete ticket notes.
Ability to manage multiple requests, maintain attention to detail, and work effectively in a fast-paced support environment.
Willingness to learn new tools, dental applications, and support processes.
Ability to lift and move up to 40 pounds for occasional equipment setup or relocation.

Preferred Qualifications:

One or more years of Service Desk, Help Desk, IT support, desktop support, call-center support, or technical customer-service experience.
Experience with Microsoft 365, Active Directory, password and account support, ticketing systems, and remote-support tools.
CompTIA A+, Microsoft Fundamentals, HDI Customer Service Representative, or a comparable entry-level support certification.
Experience supporting healthcare, dental, multi-location, or other regulated operations.
Familiarity with basic networking concepts, VPN access, internet outages, and dental practice or imaging applications is a plus.

Success Measures:

Consistent phone and channel availability during the assigned shift.
Accurate ticket creation, categorization, prioritization, documentation, and routing.
Timely resolution of documented Tier 1 issues and prompt escalation when the issue exceeds role scope or troubleshooting limits.
Clear, professional user communication and dependable follow-through until ownership is transferred or the request is resolved.
Adherence to service-level, security, privacy, and identity-verification procedures.

Reporting Relationship and Work Schedule:

Reports to the IT Service Desk Supervisor or IT Service Desk Manager.
Full-time position with assigned shift coverage based on business needs; typical schedules may include 6:30 a.m.–3:30 p.m., 7:00 a.m.–4:00 p.m., 8:00 a.m.–5:00 p.m., or 9:00 a.m.–6:00 p.m.
Work location may be onsite, remote, or hybrid based on the approved position and operational coverage needs.
Occasional after-hours, weekend, or overtime support may be required.

Numbers & Facts

Location

Carrollton, Texas

Skills

Analysis Skillsunmatched
Authenticationunmatched
Business Solutionsunmatched
Business Supportunmatched
Cellular Telephoneunmatched
Communication Skillsunmatched
CompTIA A+unmatched
Computer Securityunmatched
Customer Escalationsunmatched
Customer Relationsunmatched
Customer Service Systemsunmatched
Customer Support/Serviceunmatched
Dental Technologyunmatched
Desktop Administrationunmatched
Detail Orientedunmatched
Document Scannersunmatched
Documentationunmatched
Establish Prioritiesunmatched
Follow Throughunmatched
HIPAA (Health Insurance Portability and Accountability Act)unmatched
Healthcareunmatched
Help Deskunmatched
High School Diplomaunmatched
IT Service Management (ITSM)unmatched
Identify Issuesunmatched
Imaging Applicationunmatched
Information/Data Security (InfoSec)unmatched
Internet Securityunmatched
Laptop PCunmatched
Lift/Move 40 Poundsunmatched
Maintenance Servicesunmatched
Microsoft Access Databaseunmatched
Microsoft Active Directoryunmatched
Microsoft Outlookunmatched
Microsoft Product Familyunmatched
Microsoft Windows Operating Systemunmatched
Microsoft Windows System Administrationunmatched
Mobile Devicesunmatched
On Callunmatched
On Site Supportunmatched
Peripheral Hardwareunmatched
Printersunmatched
Privacy Controlsunmatched
Procedure Developmentunmatched
Standard Operating Procedures (SOP)unmatched
Technical Supportunmatched
Telephone Skillsunmatched
VPN (Virtual Private Network)unmatched
Voice Mailunmatched
Writing Skillsunmatched

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