Pacific Dental Services, LLC IT Service Desk Analyst II in Irvine, California
IT Service Desk Analyst II The IT Service Desk Analyst II responds to Service Desk tickets and telephone requests for technical support. Installs and removes software from computer systems, diagnoses and repairs technical issues, documents and tracks all issues in a timely manner. As a single point of contact for IT customers the Service Desk Analyst I will provide first contact resolution whenever possible and will escalate incidents to other IT teams if needed. Responsibilities: - Identifies, diagnoses, and resolves Level One and Level Two incidents in a call center environment for the National Support Center and supported Dental Offices. - Provides one-on-one end-user problem resolution via remote desktop tools and by telephone. - Diagnoses and resolves end-user local-area network access problems, e-mail, Internet, and network or local printer problems. - Diagnoses and resolves minor and intermediate desktop and laptop hardware issues. - Helps coordinate timely support and repair on various IT equipment covered by third-party vendor maintenance agreements. - Manages help tickets assigned, ensuring maximum issue resolution in minimum time with the end user being the main focus. - Able to perform multiple, technical tasks with a need to routinely upgrade skills to meet changing job conditions. - On-call hours will be required, and compensated as required by law. - Other duties as assigned by management. Qualifications: - Equivalent of high school diploma or general education degree (GED) is required - Two-year college level or technical coursework is required - Five to Ten years IT experience providing end-user support. is required - MCP (Microsoft Certified Professional) or equivalent is desired - Bachelor’s Degree or completion of coursework in a technical school is desired Location: Irvine, CA, US Company Name: Pacific Dental Services Pacific Dental Services (PDS) partners with individual owner dentists across the U.S., providing them with business support services so they can stay focused on their passion: dentistry. PDS and its supported owner dentists offer career opportunities nationwide. Established in 1994, PDS has been ranked in Inc.’s 500|5000 list of America’s fastest-growing private companies for eight years in a row, and continues to grow. PDS is founded on a core set of values that guides our daily lives, distinguishes the strength and character of our organization and directs our critical decisions. At PDS and in our supported offices, we aim to be the very best at everything we do. Fortunately, that helps us attract the very best team members – and we hope you’ll be one of them.