Job Description

Summary:

This role focuses on delivering exceptional customer service support within established service level agreements, adhering to both company and industry standards. The specialist is responsible for providing prompt, reliable, and accurate information to customers, ensuring effective communication at all times. All duties and responsibilities are performed in alignment with the Core Values of Dental IT Corporation.

Responsibilities and Duties:

Provide 1st and 2nd level incident support and resolution Interact with customers to provide and process information in response to inquiries, concerns, and requests Diagnose and resolve Hardware, Software, Windows Operating Systems, Mac OS, Network, Internet, Email and Peripherals issues Escalate incidents as necessary per established escalation policies and SLAs Direct unresolved issues to the next level of support Escalate issues to Level 3/4 resources efficiently Create, follow-up and update customer status and information Record, track, and document the service request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution Create and maintain a comprehensive Knowledge Base Follow IT Policies and Procedures Provide support for hardware and software rollout projects Perform all other duties as assigned by the supervisor

Qualifications and Skills:

University Degree or College Diploma in a related field of Information Technology, or equivalent experience Minimum of 5 years' work experience in a Help Desk or Technical support role, preferably in a mid to large size organization Extensive Experience with Windows Operating Systems (3-5 years MS Windows 7, 8, 10, & 11) Knowledge & experience in various technologies (3-5 years MS Server 2016/2019/2022, 2025 AD, LAN/WAN, Router/Switches, Internet and Network Security, Antivirus, VPN and Backup) Knowledge on hardware support experience. (3-5 years Desktop, Server, LAN/WAN, Router/Switches, Firewall support) Good understanding of DNS, DHCP, TCP/IP, Group policies, SQL and OS virtualization Knowledge of Microsoft office 2016/2019/2021/2024/365, setup and troubleshooting Proven experience providing support while working with 3rd party hardware and software vendors Confident and effective communication (written & verbal) and interpersonal skills Highly service-oriented with exceptional customer service, organizational and follow up skills Certification of CompTIA A+ or equivalent Dental software knowledge is an asset Basic ITIL knowledge Strong computer literacy, Windows desktop & server, networking and Internet knowledge Knowledge of Microsoft outlook, exchange, email setup & troubleshooting Punctual and committed to work schedules Able to multitask in a fast-paced environment Strong teamwork skills and accountability
Please send resume to hr@DentaliT.ca

We thank all applicants for showing an interest in this position. Only those selected for an interview will be contacted.

Job Type: Full-time

Pay: $40,000.00-$55,000.00 per year

Additional pay:

Bonus pay Overtime pay
Benefits:

Extended health care
Schedule:

8 hour shift Monday to Friday On call Overtime Weekends as needed
Work Location: In person

Expected start date: 2025-08-04