Job description
Lead Help Desk Agent
Goetze Dental
Kansas City, MO 64117
Job Characteristics:
The Lead Help Desk Agent role manages advanced technical incidents, service requests, and tasks generated from phone calls, emails, and automation tools. This position serves as an expert technical resource for peers. Additionally, the Lead Help Desk technician is responsible to manage technical escalation that cannot be resolved by a Help Desk I or Help Desk II technician. This role requires an advanced technical aptitude for resolving and supporting issues related to hardware, software, network, servers, and Active Directory within dental practice network environments.
Job Requirements:
Knowledge & Experience
- Experience with desktop and server operating systems (Windows 7, 10, 11, Server 2008, 2012, 2016, 2019)
- Working knowledge of a range of common diagnostic utilities
- 2 years Remote and/or on-site End User support experience required.
- Advanced knowledge of computer hardware, including Desktops, Notebooks, and peripheral devices
- Advanced knowledge of network hardware, including switches, routers, modems, and access points
- Good understanding of the organization’s goals and objectives
- Exceptional written and oral communication skills
- Exceptional people skills, with a focus on rapport-building, listening, and questioning skills among peers and clients
- Strong documentations skills
- Experience with ConnectWise Manage, ConnectWise Control is beneficial
Personal Attributes
- Exceptional customer service orientation
- Strong leadership ability, capable of establishing credibility with peers and clients
- Highly self-motivated and directed
- Strong desire to learn new skills, softwares, and solutions
- Ability to conduct research into a wide range of computing issues as required
- Proven, excellent analytical and problem-solving abilities
- Keen attention to detail
- Ability to absorb, retain, and effectively disseminate information quickly and appropriately
- Experience working in a team-oriented, collaborative environment
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Ability to present ideas and explanations in user-friendly language
Duties and Responsibilities:
- Deployment and management of desktops, servers, peripheral devices, and network hardware
- Deployment and management of dental business and image management software
- Field incoming support requests from end users via both telephone and e-mail in a courteous manner
- Document all pertinent end user identification information, including name, practice contact information, and nature of support request
- Prioritize and address support requests, escalating through proper channels when required
- Record, track, and document the support request problem-solving process, including all successful and unsuccessful decisions made, and any hardware or software asset actions taken, through to final resolution
- Apply diagnostic utilities to aid in troubleshooting
- Access software updates, drivers, knowledgebases, and FAQ resources on the internet to aid in problem resolution
- Identify and learn appropriate software and hardware used and supported by the organization
- Perform hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications
- Assist and Coach Help Desk Agent I and Help Desk Agent II technicians with the goal of raising all skill level of all technicians.
- Deployment and management of anti-malware and security solutions
- Test fixes to ensure problem has been resolved
- Evaluate documented resolutions and analyze trends for ways to prevent future problems
- Other duties as assigned
About Goetze Dental:
A Family Tradition of Excellence.
Goetze Dental is a family-owned business serving dental practices since 1884. We proudly serve over 10,000 dentists in nine Midwestern states. Our centrally located Kansas City, Missouri distribution center allows us to ship supplies to most practices within one day.
We provide quality products, education, and service to the dental profession. We aspire to be the model dental distributor in all our markets, creating win-win relationships with all our stakeholders within a high-performance environment.
Goetze Dental is an Equal Opportunity Employer and drug free workplace. Only qualified candidates of interest will be contacted.
gatheringourvoice.org is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, gatheringourvoice.org provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, gatheringourvoice.org is the ideal place to find your next job.