Triage, IT Dental Office Help Desk
Job Details
- Req ID:
- 104391
- Supported Practice:
- Heartland Dental
- Category:
- Information Technology
- Location:
- Heartland Dental, Chicago, IL 60601
- Salary:
- $17.00 per hour
Position Summary:
Triage Technician, IT
As an IT Service Desk Triage Technician, you will be responsible for answering calls from Heartland Dental supported dental offices and monitoring electronic requests into the IT Service Desk and will assist with resolution or route caller to appropriate resource. The Triage team also assists with various projects, including assisting vendors with remote connectivity.
With more than 1,800 dental offices supported across 39 states, over 10,000 team members and over 3,000 supported doctors in our support, 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.
To give you an idea of the team structure, you will work on the Service Desk team which is comprised of 22 team members, reporting to the IT Dental Office Support Supervisor.
Below is an overview of the duties and responsibilities you would take on in this role:
- Answer phone calls from supported offices
- Monitor requests and ensure proper routing and escalation
- Assist supported office team members with technical requests
- Route advanced requests to appropriate resource
- Assist with vendor requests for remote connectivity
- Assist with password resets
Minimum Requirements:
- Customer service experience
- Practical knowledge of computer concepts
- Strong computer skills, including experience with Microsoft Word, Outlook, and Excel
- 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 answer telephone calls and communicate information to callers
- Ability to interact with co-workers in a collegial manner to accomplish common tasks
- High level of maturity, personal initiative, and sound judgment
Desirable Qualifications:
- Experience in assisting customer troubleshoot issues over the phone
- Experience in troubleshooting software and computer hardware systems
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
-
Paid Vacation & Holidays
-
Access to Daily Pay
-
Sponsored Continuing Education Opportunities
-
Bonus Program
-
Retirement and College Savings Plans
-
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 is the nation's largest dental support organization, providing non-clinical administrative support services to more than 3,000 supported doctors across 39 states and the District of Columbia in over 1,800 dental offices. Each Heartland Dental supported office is unique to the community and the patients they serve. Supported doctors are the leaders of their practice and retain clinical autonomy. All Heartland Dental supported doctors are united by a common goal: delivering the highest quality dental care and experiences to the communities they serve.
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.