Advanced Troubleshooting
Diagnose and resolve complex hardware, software, and network issues requiring deep technical expertise.
Perform root-cause analysis to prevent recurring incidents.
System Administration
Manage and maintain user accounts, permissions, and security policies in Active Directory and Microsoft 365.
Support and execute backup processes, disaster recovery procedures, and system restorations.
Network Management
Troubleshoot connectivity issues across VPNs, DNS, DHCP, VLANs, firewalls, WiFi access points, and switching infrastructure.
Assist in configuring and optimizing network equipment to ensure reliable performance.
Documentation & Process Improvement
Maintain detailed and accurate records of support requests, resolutions, and system changes.
Contribute to the development of internal knowledge bases, SOPs, and continuous improvement initiatives.
Mentorship & Collaboration
Support and mentor Tier 1 Help Desk staff by providing guidance and technical escalation assistance.
Coordinate with third-party vendors, MSP partners, and Level 3 engineers to resolve advanced issues.
Management & Organizational Skills
Prioritize and manage ticket queues effectively, ensuring timely resolution of client issues.
Potentially oversee daily help desk operations or act as a team lead to support workflow and team efficiency.
Experience
24 years of experience in IT support or help desk roles.
Prior experience in a Managed Service Provider (MSP) environment is highly desirable.
Technical Proficiency
Strong knowledge of Windows/macOS, Microsoft 365, Active Directory, and Azure AD.
Understanding of network protocols, firewall management, VPN technologies, DNS/DHCP, VLANs, and WiFi systems.
Experience with RMM tools such as DATTO is essential.
Soft Skills
Excellent customer service and communication abilities in a fast-paced, client-facing environment.
Strong problem-solving skills, attention to detail, and the ability to remain composed under pressure.
Education & Certifications
Bachelors degree in Information Technology or a related field is a plus.
Relevant certifications such as CompTIA A+, Network+, Security+, or Microsoft Certified Professional (MCP) are preferred.
Industry-Specific Knowledge
Experience supporting dental industry applications, including imaging systems and practice management software, is a significant advantage.