The IT Clinic Support Specialist 2 works both independently and collaboratively with other members of IT to solve problems and provide excellent service. The IT Clinic Support Specialist 2 is expected to learn and maintain a working knowledge of all hardware and software applications used at our company with a goal of resolving problems on the initial calls from our dental offices. Follow-through to resolution and accurate recording of information and data are a fundamental part of the job responsibility.
Responsibilities- Field trouble and information request calls and email from users
- Resolve user problems on initial call. When necessary, escalate calls to the appropriate second level support personnel
- Enter caller information into call tracking application database
- Provide status to users and IT personnel on the progress of problem resolution
- Place and track service calls to vendors, and document vendor progress and resolution
- Review outstanding problem list periodically to assure all problems are being addressed according to their level of severity
- Identify trends and exceptions by reviewing call tracking information
- Document new issues and contribute to the teams knowledgebase
- Complete special projects as assigned by the Tech Support Supervisor
- Bachelor's Degree in an IS related field of study preferred and 1 year of related work experience
- Associates Degree and additional years of related work experience may be substituted for Bachelor's Degree
- Basic Network Troubleshooting skills
- Excellent phone communication and problem solving skills
- Must be available to work (Rotating Shifts) M-F: 6am-8pm + Sat: 6:00am-4:30pm + Sun: 7am-4:30pm
- Willingness to pursue a technical certified in relevant disciplines for this role
Skills Required
- Bachelor’s degree in an information systems-related field
- One year of related work experience
- Associate’s degree with additional related work experience may substitute for a bachelor’s degree
- Basic network troubleshooting skills
- Excellent phone communication skills
- Strong problem-solving skills
- Availability for rotating shifts, including evenings and weekends
- Willingness to pursue relevant technical certification
What We Do
Sonrava Health is the parent organization of a national family of health and wellness companies focused on expanding access to affordable, accessible dental and vision care. Through affiliated dental, orthodontic, and vision brands, it provides general and specialty dental services, dental and vision plans, provider-network solutions, and direct-to-consumer products. Its mission emphasizes whole-person health, exceptional patient experiences, clinical excellence, quality, value, and innovation.
