IT Analyst 1 - Inbound, DO Hardware
Job Details
- Req ID:
- 99201
- Supported Practice:
- Heartland Dental
- Category:
- Information Technology
- Location:
- 1200 Network Centre Drive, Effingham, IL 62401
- Salary:
- $21.00 per hour
Position Summary:
Remote - IT Analyst 1 - Inbound, DO Hardware
Are you passionate about technology and enjoy solving problems in a fast-paced, customer-focused environment from the comfort of your own home? Join our team as an IT Analyst 1 – Inbound (DO Hardware) where you’ll provide remote assistance to dental team members, troubleshooting a variety of IT systems including software, hardware, networks, and digital imaging systems. You’ll serve as a key point of contact for technical inquiries, document and manage service desk tickets, and ensure issues are resolved or escalated efficiently.
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 or Supervisor.
Below is an overview of the duties and responsibilities associated with this position:
- Answer inbound phone calls and provide prompt, effective support
- Respond to electronic requests from customers in a timely manner
- Implement and support services for Microsoft related technologies: Windows Server, Windows workstation OS, Microsoft Office, etc.
- Implement system solutions for supported offices using technologies that meet their needs
- Implement and support disaster recovery solutions to ensure business continuity
- Provide technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security
- Provide remote access solution implementation and support
- Maintain system documentation, including regular system reviews and recommendations.
- Troubleshoot and resolve computer hardware and software issues
- Track and monitor status of inquiries, collaborating with appropriate resources to facilitate resolution
- Document and escalate complex issues as needed to higher-level support teams
- Train end users on computer and application usage
- Provide remote technical support to dental office team members
- Perform software installations and upgrades to ensure compatibility and functionality
- Maintain and upgrade computer systems, practice management software, digital imaging software and digital imaging devices
- Participate in a rotational on-call providing support until 8PM Monday-Friday and Saturday mornings
- Meet or exceed documented KPIs
Minimum Requirements:
- Strong computer skills, including experience with Microsoft Office
- 1+ years’ experience in troubleshooting hardware systems over the phone
- Strong organizational skills, accuracy and attention to detail
- Ability to work well under pressure and prioritize multiple tasks
- Strong verbal and written communication skills
- High level of maturity, personal initiative, and sound judgment with the ability to interact with co-workers in a collegial manner to accomplish common tasks.
- Attendance and punctuality are essential
- Practical customer service skills, demonstrating the ability to manage customer inquiries and deliver exceptional service
Desired Experience
- Completion of associates degree in IT field
- Active Directory experience
- Familiarity with Azure
- 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.
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Benefits
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Paid Vacation & Holidays
-
Access to Daily Pay
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Sponsored Continuing Education Opportunities
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Bonus Program
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Retirement and College Savings Plans
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Referral Bonus
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Health, Vision, Dental, & Life Benefits
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Fitness and Mental Wellness Programs
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!”
- 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
“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.”
- 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
“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.”
- 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
“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!”
- 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
Heartland Dental
Heartland Dental provides exceptional service to more than 2,800+ supported doctors, across 39 states and over 1,700+ 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.