IT Support Technician

IT Support Technician Oakpoint - 5.0 Holly Springs, NC Job Details Full-time 3 hours ago Qualifications Completing CE credits Phone communication Cable termination Laptop (troubleshooting support) Software implementation Equipment troubleshooting Application deployment Mid-level Windows Software installation Continuous improvement Computer Networking Computer hardware Customer support ticket management Computer networking Software documentation Microsoft Teams Productivity software Cross-functional collaboration Associate's degree Escalation handling Communication skills Active Directory management

Full Job Description Description:

We are a Southeast-based Dental Support Organization driven by a dedicated leadership team committed to empowering dental practices. Our role is to provide the systems, resources, and expertise that help practices operate seamlessly and efficiently. By managing the business and operational goals, we enable dental professionals to focus on what matters most—delivering exceptional care to their patients.

JOB SUMMARY

Provide support to all Oakpoint staff and individuals using Oakpoint applications. Monitors tickets using ticketing technology. Is the first to troubleshoot computer and peripherals problems determining the source of the problem and implements appropriate corrective action. Schedules additional tickets to other staff as volume or complexity needs. Set up computer hardware, install computer applications, and set up individual applications so that the end user has appropriate access to these applications. Must work with other engineers in a co-managed environment to ensure a secure and productive suite of applications for our staff.

ESSENTIAL DUTIES

Answers Oakpoint staff question in person, via the phone, teams and like technology on all company supported hardware and applications maintaining SLA metrics. Troubleshoot hardware and software problems and advises staff on appropriate corrective action. Manages the ticketing system and reporting of metrics regarding tickets. Documents resolutions in tickets Maintains an average of at least 25 tickets per day while meeting target SLA. Recruits support from other technicians as needed based on ticket volume, location, or complexity. Escalations are handled through warm handoffs to ensure continuity and a positive user experience. Able to image workstations as needed and able to learn to terminate CAT6 cable. Serve as liaison between staff and other IT staff to resolve issues maintaining a high level of customer service. Creates and maintains current documentation of systems, SOW, and policies Helps to maintain software masters and helps to maintain licensing Participates in team projects including some planning and implementation of new applications and/or computer systems. Keeps a mindset of continuous improvement methodology. Active participant in all security downtime activities and tabletop exercises Helps administer Oakpoint - Microsoft 365 environment. Consistently works in a positive and cooperative manner with other employees in and outside of departmental unit including sharing own expertise, assisting other team members in their assignments, and seeks out opportunities to help rather than waiting to be asked. Maintains professional demeanor in all interactions with staff Functions independently and completes assignments with minimal supervision and able to adapt to changes in the work environment. Maintains acceptable attendance record and observes work schedule Participates in continuing education, staff development, annual Oakpoint training, and meetings. Provides after hours support as needed Any other duties as assigned Must reside in North Carolina (required for travel to supported practice locations).

EDUCATION

Associates in computer field with 2 years of help desk support or equivalent years of experience. OR Bachelors in computer field with 1 year of help desk. Certifications preferred

EXPERIENCE

Working knowledge of MS Windows 10/11, laptop repair, computer networking, troubleshooting peripherals, and Active Directory/Entra ID. Excellent communication skills along with detailed problem solving skills. Ability to create detailed documentation and a customer service mindset. Ability to configure software programs. Knowledge of Microsoft Office Suite. Ability to communicate detailed information in both technical terms and in lay person language.

Requirements:

Must reside in North Carolina (required for travel to supported practice locations).