• IT Service Desk Technician - Tier 3

    Job Locations US-IL-Effingham
    Requisition ID
    Information Technology
  • Overview

    Tier 3 Technician, IT


    The IT Service Desk Tier 3 Technician provides a deep technical resource for the dental offices.   This employee will provide an escalation point for the service desk, answer service desk calls, create service desk tickets, provide issue resolution, and record the incident.  This employee will focus on non-standard systems, recurring issues and assist in identifying root cause of incident trends.  This employee will be a liason between the Service Desk and the Enterprise Systems Team.


    Heartland Dental proudly supports 1000+ doctor-led dental offices and more than 14,000 team members across the country.  We are hard-working, fun-loving and fast-growing – looking for our next perfect fit!


    To give you an idea of the team structure, you will work on the Service Desk team which is comprised of 22 team members, reporting to the IT Dental Office Support Supervisor.


    Below is an overview of the duties and responsibilities you would take on in this role:

    • Implement and support services for Microsoft related technologies: Windows Server, Windows 10, Microsoft Office, etc.
    • Implement system solutions for supported offices using technologies that meet their needs.
    • Implement and support disaster recovery solutions.
    • Technical services and support at the network level: WAN and LAN connectivity, routers, firewalls, and security.
    • Remote access solution implementation and support.
    • System documentation to include system reviews and recommendations.
    • Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages.
    • Troubleshoot computer hardware and software issues.
    • Tracks status of inquiries by checking with appropriate I.T. resource to facilitate resolution.
    • Train end users on computer and application usage.
    • Provide remote technical support to dental office team members.
    • Software installations.
    • Maintenance and upgrading of computer systems.
    • Maintenance and upgrading of practice management software, digital imaging software and digital imaging devices.
    • Partner with 3rd party vendors as needed.
    • Rotational on-call providing support until 8PM Monday-Friday and Saturday AM.
    • Partner with the Infrastructure Team on advanced networking troubleshooting
    • Analyze incident trends to identify root cause and recommend resolution options
    • Consult with vendors to automate software installs in SCCM


    Minimum Requirements:

    • Strong computer skills including ability to troubleshoot advanced networking issues
    • Strong organizational skills, accuracy and attention to detail 
    • Ability to work well under pressure and prioritize multiple tasks
    • Strong verbal and written communication skills
    • Ability to answer telephone calls and communicate information to callers
    • Ability to interact with co-workers in a collegial manner to accomplish common tasks
    • High level of maturity, personal initiative, and sound judgment
    • Attendance and punctuality are essential

    Desirable Qualifications:

    • Experience in assisting customer troubleshoot issues over the phone
    • Experience in troubleshooting software and computer hardware systems
    • Experience in creating KB documents

    We put our people first at Heartland Dental, and that shows in our generous benefits package. 


    Company retains the sole discretion to change the duties of the position at any time. 


    We provide all employees and applicants for employment the protections of federal, state, and local laws affording equal opportunity in employment.



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