Tier 2 Support Technician

About Darkhorse Tech

Darkhorse Tech provides comprehensive Dental-Specific IT services to our clients including ongoing support (Managed Services), startup projects & expansions (planning, design, buildouts) as well as software & hardware sales and maintenance.

As a leader in the industry, we have created and continue to foster relationships with all leading-edge technology companies servicing the Dental community. Our company was created by founder and CEO, Reuben Kamp who left his job at a nationwide Dental IT company to build a relationship-focused version of a Managed Service Provider (MSP) which creates true partnerships with it's clients.

Constantly building on our 10 years of experience we are now servicing roughly 1300 clients in all 50 states and continue to see massive growth while focusing on maintaining unparalleled support for our Dental Practice partners. With technicians on the ground throughout the country we offer in-person as well as remote support.

About You

Service first. Providing exemplary service means recognizing it. Have you put off a call to your cell phone company because the idea of waiting on hold, requesting a manager only to fight for a solution seems exhausting? Have you ever been pleasantly surprised by a service organization where your call is addressed efficiently, with care and acknowledgement that you are their top priority because you (as a client) are the lifeblood of their business? There is a huge difference in these approaches, and the latter builds loyalty and trust which is vital to the health of any business.

You are solution-oriented and accountable. When given an opportunity to address an issue you follow service standards and quickly provide a solution, if you can't you are able to escalate the issue and alert your manager to your need/want for knowledge and growth - all while communicating progress in a professional and engaging manner with the client.

Part of our team! While service tickets are addressed individually our crew is always ready to support one another, you will both receive and provide help as we are all working toward the same goal. Together we provide a level of service that our clients dream of and that we stand behind.

Tier 2 Support Technician Summary

As a Tier 2 Support Technician, you will assist clients with technical issues via phone, email, and chat. You will build relationships with clients and help them find solutions while providing exceptional customer service. In this role you will gain exposure to a wide variety of products and services because we assist our clients with technical problems concerning hardware, software, peripheral equipment like phones and printers, and specialized dental imaging products. We also manage routine maintenance and installations for our clients throughout the country.

Responsibilities

• Provide excellent customer service via phone and remote technical support
• Walk clients through diagnostic procedures to identify and resolve errors
• Communicate with vendors to request service, update, and resolve open tickets
• Adhere to established methods for responding to and documenting support requests
• Perform maintenance tasks on end user devices
• Provide ongoing user training and self-fix solutions to clients
• Set up, troubleshoot, and configure PCs, printers, peripherals, and network equipment
• Handle escalations from the Tier 1 Help Desk team
• Perform Tier 2 troubleshooting, configuration, and administration pertaining to clients' printers, wireless network configuration, server-based print queues, antivirus and firewall programs, Microsoft Windows 7 and newer operating systems, Microsoft Office 2010 and newer; Microsoft Office 365; Apple OS, and more
• Provide limited Saturday coverage as part of an on-call rotation schedule

Qualifications and Skills

• Excellent verbal and written communication skills
• Proven time management skills
• Proven reliability and the ability to work independently
• Excellent customer service skills
• Problem solving and troubleshooting skills
• 2-3 years of tech support experience is preferred
• 1-2 years of customer service experience is preferred
• Bachelor's degree in Information Technology or Computer Science is preferred