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IT Analyst 1, DO Hardware

Job Details

Req ID:
Supported Practice:
Heartland Dental
Information Technology
1200 Network Centre Dr, Effingham, IL 62401

Position Summary:

 IT Analyst 1, DO Hardware

Remotely assists dental team members with IT related questions and issues including but not limited to software, hardware, network and digital imaging systems.  This employee will answer service desk calls escalated from Triage or Tier 1 technicians, provide expertise in supported systems, create service desk tickets, document issue resolution, and record the incident.

With more than 1,700 dental offices supported across 38 states,  and over 20,000 team members, Heartland Dental has a proven track record of growth and success. We’re looking for professional individuals who are open, positive and mentally flexible to join our network of support.

This position reports to IT Dental Office Support Manager.


Below is an overview of the duties and responsibilities associated with this position:

  • Implement and support services for Microsoft related technologies: Windows Server, Windows 10, Microsoft Office, etc.
  • Implement system solutions for supported offices using technologies that meet their needs.
  • Implement and support disaster recovery solutions.
  • Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
  • Remote access solution implementation and support.
  • System documentation to include system reviews and recommendations.
  • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
  • Troubleshoot computer hardware and software issues.
  • Tracks status of inquiries by checking with appropriate I.T. resource to facilitate resolution.
  • Document and escalate problems as necessary.
  • Train end users on computer and application usage.
  • Provide remote technical support to dental office team members.
  • Software installations.
  • Maintenance and upgrading of computer systems.
  • Maintenance and upgrading of practice management software, digital imaging software and digital imaging devices.
  • Partner with 3rd party vendors as needed.
  • Rotational on-call providing support until 8PM Monday-Friday and Saturday AM.

Minimum Requirements:

  • 1+ years’ experience in troubleshooting hardware systems.
  • Experience in assisting customers troubleshoot issues over the phone.
  • Strong computer skills, including experience with Microsoft Office.
  • Strong organizational skills, accuracy and attention to detail
  • Ability to work well under pressure and prioritize multiple tasks.
  • Strong verbal and written communication skills
  • Ability to interact with co-workers in a collegial manner to accomplish common tasks.
  • High level of maturity, personal initiative, and sound judgment
  • Attendance and punctuality are essential.
  • Customer service experience

 Desired Experience

  • Computer networking experience

 Physical Requirements:

  • Able to perform essential duties satisfactorily with or without reasonable accommodation; reasonable accommodation may be made to enable individuals with disabilities to perform the essential duties of the position.
  • Able to sit at a desk for prolonged periods and work on a computer.
  • Able to lift up to 15 pounds at times.


We put our people first at Heartland Dental, and that shows in our generous benefits package.


Company retains the sole discretion to change the duties of the position at any time.


We provide all employees and applicants for employment the protections of federal, state, and local laws affording equal opportunity in employment.

Join Our Talent Network


  • Paid Time Off

  • Paid Holidays

  • Regional Mentors

  • Sponsored Continuing Education Opportunities

  • Bonus Program

  • Referral Bonus

  • Health, Vision, Dental, & Life Benefits

  • Discounted Scrubs, Fitness Plans, and More

Personal Stories

“I joined Heartland Dental in 2018 with 13 years of dental experience in search of career and leadership growth, and I’ve gotten that in abundance. The support is never-ending. If you have a vision or a dream, Heartland supports it wholeheartedly. I am blessed to be a part of such an amazing Supported Practice!” 
Latasha Webber Regional Manager of Operations 
  • 2023 Joined the Communications Team
  • 2021 Promoted to Regional Manager of Operations supporting Columbia and Aiken, SC and Evan, GA
  • 2020 Expanded PMO role to support a second office
  • 2018 Promoted to become the office’s Practice Manager of Operations (PMO)
  • 2018 Joined Heartland Dental as a Business Assistant
Latash Webber
“I joined Heartland Dental in search of a new opportunity and have found so much more than I could have ever imagined. Heartland has provided me invaluable education opportunities that have allowed me to achieve things I never thought possible and do things I never would have imagined.” 
Noel Keyes Regional Manager of Operations
  • 2023 Promoted to Regional Manager of Operations supporting Charlotte, North Carolina
  • 2020 Transitioned to a PMO role supporting newly affiliated practices and new, or De Novo, offices in Charleston, SC
  • 2017 Promoted to Practice Manager of Operations (PMO) supporting offices in Melbourne, FL
  • 2015 Joined Heartland Dental as an Office Manager
Noel Keyes
“Beyond supporting me professionally, Heartland allows me to make a difference in my community. Being able to volunteer in Free Dentistry Days has been a huge motivator for me. I am proud to make a difference by helping empower providers to give back.” 
Amanda Hensiak Digital Marketing Liaison
  • 2023 Founding member of Alliance, Heartland Dental’s gender and sexuality employee-led community
  • 2022 Transitioned to Digital Marketing
  • 2022 Promoted to Field Marketing Strategist
  • 2018 Transitioned to the Regional Marketing Strategist
  • 2017 Promoted to Practice Manager of Operations
  • 2016 Promoted to Office Manager
  • 2014 Joined Heartland Dental as a Business Assistant
Amanda Hensiak
“I joined Heartland Dental in search of a new career opportunity. Thanks to the great leaders and developmental courses Heartland offers, I have grown both personally and professionally. I never imagined I would become part of a new and growing department!” 
Astra Dean Payor Relations Supervisor
  • 2022 Promoted to Payor Relations Supervisor
  • 2018 Joined a new, growing department as Payor Relations Lead
  • 2016 Promoted to Fee Schedule Manager
  • 2014 Promoted to Fee Schedule Supervisor
  • 2011 Moved to Dental Insurance Administration department as a Fee Schedule Coordinator
  • 2008 Transitioned to a role as a Dental Assistant
  • 2007 Joined Heartland Dental as a Business Assistant
Astra Dean

Heartland Dental

Heartland Dental provides exceptional service to more than 2,300 supported doctors, across 38 states and over 1,400 offices. Cementing itself as the largest, and still one of the fastest growing, Dental Support Organizations in the United States.

Each Heartland Dental supported office is unique to the community and the patients they serve. Supported doctors are the leaders of their practice and set forth their own clinical care philosophies. But all our partners are united by a common goal: delivering the highest quality dental care and experience.

At Heartland Dental, we’re committed to living our core values which promote diversity and inclusion. We provide all employees and applicants for employment the protections of federal, state, and local laws affording equal opportunity in employment.