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Helpdesk Support Specialist Level II

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Lincoln, United States Paradigm Oral Health Full time

Job Summary:

The Helpdesk Support Specialist Level II will provide IT help desk support to internal end users remotely with some occasional on-site possible. Find fixes, workarounds and final solutions by troubleshooting issues while providing exemplary customer service.

Role and Responsibilities:

  • Respond to tickets in accordance with SLA guidelines
  • Record, track, and document the help desk request problem solving process including actions taken through to the final resolution
  • Resolve support tickets
  • Install and configure hardware and software
  • Provide occasional on-site support to end users in your region
  • User account management – onboarding and offboarding
  • Support an environment that includes Azure AD, Windows, AD, Windows, Android, Mac OS, and IOS devices
  • Troubleshoot and basic configuration of networking hardware (routers, switches, APs)
  • Microsoft 365 administration and management
  • VoIP system configuration and troubleshooting
  • Create documentation for internal IT, and for end user training

Required Skills/Abilities: 

  • Technically capable and a self-starter, ability to self-teach
  • Strong organizational and customer service skills
  • Innovative and creative approach to problem solving
  • Proficient in multitasking and prioritization
  • Attention to detail
  • Ability and willingness to work in a collaborative team environment
  • May be required to travel to client sites, work weekends or after hours and work mandatory overtime when necessary
  • Solid understanding of computers, networks, software, and VoIP systems
  • Experience with Microsoft 365, Active Directory, and Microsoft server and workstation applications
  • Experience with Meraki, Fortinet, Sonicwall, and Unifi devices

Education and Experience:

  • Bachelor’s Degree preferred
  • Three+ years of tech support experience required
  • Experience with Dental technology and supporting Dental practices preferred


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