Location: Nationwide - Remote

Software and IT Solutions Technician Position at Benco Dental

At Benco Dental, our company is our family, and we are looking for a new addition to assist us in Driving Dentistry Forward. Please review the description below carefully to ensure that this position is the perfect match for you!

What’s in it for YOU?

• Excellent Compensation Packages
• Medical, Dental and Vision Benefits Effective on Day 1
• 401k Package, Paid Time Off Program, and Profit Sharing
• Flexible/At Home Working Options
• Associate Discounts and Community Giveback Programs
• College Tuition Savings Program
• Caring Family Culture Toward all Associates
• Certified as a FORTUNE Great Place to Work
• Opportunities to join resource groups that promote Diversity, Equity, and Inclusion
• Family owned for 90+ years

Position Summary:

In the BencoNET Support Specialist position, you will:

Provide remote support and diagnosis of remote SMB Dental office networks and digital dental equipment. The specialist will assist field support technicians with onsite implementation of IT and dental equipment. The specialist ensures proper dental technology operations so that offices can accomplish their business tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests. The specialist should understand Practice Management and Imaging Software, and Digital Dentistry Equipment, be able to integrate all into SMB networks, and show willingness to learn and apply new technologies. Problem resolution may involve the use of diagnostics and help request tracking tools.

The BencoNET Support Specialist will be responsible for delivering a superior customer service experience integrating and networking all dental equipment into the office's SMB network. Will be able to handle all Tier 1 support and coordinate with any outside vendors for additional support when required. The specialist is responsible for educating customer on proper use and maintenance and advice on simple troubleshooting procedures. The specialist is responsible for configuring some IT equipment before it arrives at the office for install. The specialist will need to create and maintain thorough knowledge base articles from incident documentation of common issues and maintenance.

The BencoNET Support Specialist will cover the Technical Support Specialists job duties and responsibilities in an overflow capacity.

Do YOU Possess These Skills and Attributes?

• Ability to communicate effectively, both verbal and written

• Excellent customer service and phone skills

• Experience with handling multiple phone calls and emails daily

• Technical knowledge and skills with installation, setup, maintenance, and troubleshooting support services including, but not limited to

• Hardware for desktops, laptops, and tablets

• Hardware for small business servers

• Microsoft’s currently supported Windows desktop and server operating systems

• Small business switches, routers, firewalls, and access points

• Peripherals, printers, scanners, displays, and interface devices

• Small business data backup systems, software, and media

• Business productivity software, email, web browsing, security software

• Miscellaneous devices, cabling, memory, storage, add-on components

• Domain, user accounts, software accounts

• Network connectivity and wireless access issues

• Update and patch deployment, virus removal, malicious software removal

• Healthcare related digital technologies, devices, and software preferred

Do These Responsibilities Interest YOU?

• Identify, diagnose, and resolve IT problems

• Create and maintain documentation for troubleshooting resolutions thru help desk management system

• Installation/Support of Microsoft PC and Server systems, Microsoft desktop business applications, Practice Management and Imaging Software, network based anti-virus protection, and security implementation

• Participate in ongoing training to obtain required certification with key vendors

• Remains well versed on various dental technology equipment and services

• Participates in special projects and performs other duties as required

• Adhering to department policies, procedures, and directives regarding standards of work and SLAs to our offices

• 0%-10% travel

• All job duties and responsibilities are essential functions of the position

Do YOU Meet These Requirements?

Education:

• Associates Degree in Computer Information Systems, Technical School Certification or equivalent combination of education/experience

• A+, Network+, and/or MCP certifications preferred

Experience:

• 3 - 5 years working in a tech support role

• 1 year working with dental or other medical equipment

• Experience troubleshooting Microsoft's currently supported desktop and server operating systems

• Experience troubleshooting desktop and server systems hardware

• Experience using a knowledge base or other resources to search and implement solutions when troubleshooting.

Who We Are: It’s our Mission to Drive Dentistry Forward

Benco Dental, the largest privately owned, full-service dental distributor in the United States, has remained in the family since 1930—a family that now includes our more than 30,000 customers and over 1,400 associates in the 48 contiguous states.

We provide more supply and equipment options than any other full-service distributor, an offering enhanced by a comprehensive suite of services, including office design, equipment repair, practice coaching, financing and project management, wealth management and dental-specific technology solutions. These services are supported by over 400 professionally trained sales representatives and 300 factory-trained service technicians who begin every task by asking “What does the customer want?”

If you enjoy working for a progressive company, who is committed to diversity in our workforce, who values all customers and associates, who also provides the opportunity for growth and development- we encourage you to learn more about our Benco family. We are looking for driven professionals who want to play a key role in our future success, while making a positive impact within our industry. Thank you for your interest in Benco Dental. We look forward to hearing from you!