Senior IT Support Specialist

About Us
At Medix Dental IT, we are dedicated to our core values, providing top-notch IT solutions specifically tailored for dental practices. Based in the Midwest, we have been a trusted partner in dental technology integration and support since our founding in 2003. We collaborate with dental practices nationwide to manage their IT systems and offer strategic advice on technology decisions and compliance.

By becoming an extension of our clients’ practices, we minimize technology issues, enhance practice profitability, and boost overall satisfaction. Our commitment to quality and exceptional customer service has led to an impressive client retention rate, setting us apart in the industry.

If you are passionate about technology and committed to client satisfaction, we invite you to join our dynamic team and help us transform the dental technology landscape!

To learn more about our company, visit https://medixdental.com/.

Position Overview:
We are looking for a dedicated T3 IT Support Specialist to join our Service Desk team and provide advanced support to our dental office clients.

In this position, you will serve as an escalation point for our IT Support Specialists, providing T3 Technical support for escalated tickets requiring a higher level of technical knowledge. You will diagnose, research, and resolve tier 3 technical issues for our clients. This role requires a strong attention to detail, excellent retention of information and processes, and excellent communication and customer service skills.

Location: Remote; Anywhere in the USA
Hours: 8 AM to 5 PM CST, Monday through Friday

**This is not a C2C opportunity. Only candidates who reside in the USA will be considered.**

Key Responsibilities:

• Live and Support Medix Core Values: Embody the Medix Dental IT values in every aspect of your work. 
• Advanced Technical Support: Provide expert-level support for complex technical issues related to dental practice management software, network infrastructure, servers, and endpoint devices.
• Troubleshooting & Issue Resolution: Diagnose and resolve escalated issues that could not be resolved at Tier 1 or Tier 2, including server configurations, network problems, and specialized dental software problems.
• Network & Infrastructure Management: Assist with network configuration, troubleshooting, and optimization, including LAN/WAN, VPN, firewalls, and wireless networks specific to dental practice environments.
• Client Education & Training: Provide guidance and recommendations to dental office staff regarding technology best practices, new software features, and security awareness.
• Documentation & Knowledge Base: Maintain detailed documentation of issues, resolutions, and system configurations; contribute to and update the internal knowledge base.
• Vendor Coordination: Act as a point of contact for escalated vendor support and collaborate with third-party vendors to resolve complex technical issues.
• Training & Mentoring: Support Tier 1 and Tier 2 team members through knowledge sharing, mentorship, and training.
• Compliance & Documentation: Ensure all systems and procedures adhere to industry standards, HIPAA regulations, and company policies.
• Continuous Improvement: Stay current with industry trends, dental technology advancements, and cybersecurity best practices to recommend improvements.
• Project Support: Assist with deployment of new hardware, software, and network projects, including planning, testing, and implementation.

Characteristics Needed for This Role:  

• Proactive Problem-Solver: Ability to analyze issues, think critically, and develop effective solutions quickly. This includes diagnosing technical problems and implementing fixes.
• Excellent Communicator: Excellent verbal and written communication skills to explain technical concepts clearly to non-technical users. Good listening skills to understand user issues accurately.
• Excellent Customer Service: A strong commitment to providing positive user experience. Patience and empathy are crucial when dealing with frustrated or confused users.
• Detail Oriented: Precision in troubleshooting and documentation to ensure issues are tracked accurately and resolved systematically.
• Time Management Skills: Ability to prioritize tasks effectively, manage multiple requests, and meet deadlines while maintaining service quality.
• Collaboration Skills: Willingness to work with other Service Desk team members and departments to resolve issues and improve processes.  

This Role Requires: 

• 3-5 years of previous experience in an advanced technical role 
• MSP Experience 
• Advanced troubleshooting experience
• Excellent verbal and written communication with not only clients but also other team members and vendors. 
• Exceptional retention of detailed information and processes 

We'd Love to See: 

• Experience in the Dental or Medical IT support vertical
• CompTIA A+, CompTIA Network+, and/or CompTIA Cloud+ certificate.

Why Joins Us? 
At Medix Dental IT, you will be part of a supportive and innovative team dedicated to making a difference in dental practices. We offer competitive salaries, comprehensive benefits, and opportunities for professional growth.

If you are ready to take your career to the next level and make a real impact in the dental IT field, apply now!
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***We appreciate your interest in joining our team. Due to the high volume of applications we receive, we are unable to respond to each applicant individually. If your qualifications match our needs, we will reach out to you for further discussions. Thank you for your understanding.***

 Medix Dental IT is committed to equal employment opportunities and all candidates will be evaluated based on qualification. Equal Opportunity is the Law.