Desktop Support Technician

The Aspen Group (TAG) is one of the largest and most trusted retail healthcare business support organizations in the U.S., supporting 15,000 healthcare professionals and team members at more than 1,000 health and wellness offices across 46 states in three distinct categories: Dental care, urgent care, and medical aesthetics. Working in partnership with independent practice owners and clinicians, the team is united by a single purpose: to prove that healthcare can be better and smarter for everyone. TAG provides a comprehensive suite of centralized business support services that power the impact of four consumer-facing businesses: Aspen Dental, ClearChoice Dental Implant Centers, WellNow Urgent Care, Lovet Veterinary Clinics and Chapter Aesthetic Studio. Each brand has access to a deep community of experts, tools and resources to grow their practices, and an unwavering commitment to delivering high-quality consumer healthcare experiences at scale. 

The ideal candidate for this position is a reliable, adaptable, thought-leading IT desktop support professional capable of maintaining high work standards while independently managing their work. The candidate will also cultivate customer service excellence approach, developing relationships focused on collaboration and will have direct communication with end users, TAG Executives, and peers. This position also will work as needed with several other initiatives, including assisting with projects, interacting with diverse technologies, and partnering with stakeholders in other departments.

Responsibilities 

• Provides in-person and remote user assistance and ServiceNow ticket resolution for hardware, software, and networking needs. 

• Diagnoses and troubleshoots basic problems with technical systems to maintain proper functionality and escalates unresolved issues as needed.

• Partner with various teams within IT and other departments to solve cross functional issues.

• Conducts diagnostic reviews and troubleshoots issues as requested by users. 

• Provides training and assistance to users as needed.

• Provides good customer service to ensure functionality and to assist and guide users. 

• Documents technical issues and their resolutions in the IT knowledge base. 

• Interacts with vendors to resolve issues.

• Assists with activities, including onboarding, offboarding, inventory, and shipment of equipment.

• Assists with projects and implementation of policies as needed. 

Experience 

• Associates Degree in Computer Science/similar field or commiserate experience in a role similar to a Desktop Support Technician/Engineer. 

• Hands-on, collaborative working style with a service driven mindset required.

• Adaptable and willing to learn new technology and processes.

• Organization, time management, and problem-solving skills required.

• Ability with communicating clearly in both a written and verbal fashion.

• Ability operating, installing, and troubleshooting computer hardware and software required.

• Knowledge of a modern ticketing system (such as ServiceNow) required.

• Skill with supporting operating systems, including Windows, iOS, and Mac OS required.

• Knowledge of Active Directory/Entra ID, Intune, and SCCM to image and troubleshoot preferred.

• Experience providing desktop support in an enterprise environment preferred. 

• Experience working using remote access software like Bomgar preferred. 

• Some white-glove experience is a plus.

• Experience working in an educational or instructional environment is a plus.

• Some familiarity with mobile device operation and Audio/Video technology is a plus.

Compensation: This onsite role, based in our Syracuse office (5 days per week), offers a pay range of $25–$33 per hour along with a comprehensive benefits package including paid time off, health, dental, and vision coverage, and a 401(k) savings plan with company match.