Helpdesk Technician

• Frontline Support: Serve as the initial point of contact for all technical issues, responding to requests submitted via phone, email, and our IT ticketing system in a timely and professional manner.
• Ticket Triage: Monitor the helpdesk ticket queue, accurately documenting, categorizing, prioritizing, and assigning tickets to the appropriate IT team members or resolving them directly.
• Corporate Office Support: As part of the position it requires providing front line support in the corporate office during the work week.

• Process password resets and account lockouts for various systems, including Active Directory and cloud applications.
• Execute the employee onboarding process by creating user accounts, assigning permissions, and preparing necessary hardware.
• Manage the employee offboarding process by disabling accounts and recovering company assets in a timely manner to ensure security.

• Set up and configure new computers, laptops, monitors, printers, and other peripherals for new and existing employees.
• Provide basic troubleshooting for hardware, software (Windows OS, Microsoft 365), and network connectivity issues.
• Maintain an accurate inventory of all IT hardware assets, tracking deployment, and status.

• Clearly document all steps taken to resolve an issue within the ticketing system.
• Assist in creating and updating knowledge base articles and user-facing documentation for common issues.
• Escalate complex or unresolved issues to Tier 2/3 support personnel with detailed notes.

• High school diploma or equivalent.
• Exceptional customer service and interpersonal skills with a patient and positive attitude.
• Strong verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Aptitude for problem-solving and a strong desire to learn new technologies.
• Excellent organizational skills and the ability to multitask in a fast-paced environment.
• Basic understanding of computer hardware, operating systems (Windows is a must), and Microsoft Office 365.
• Ability to lift and move computer equipment up to 30 lbs.

• Associate's or Bachelor's degree in Information Technology, Computer Science, or a related field.
• 1+ year(s) of experience in a helpdesk, technical support, or customer service role.
• CompTIA A+ or other relevant entry-level IT certification.
• Experience with a helpdesk ticketing system (e.g., Jira Service Management, Zendesk, ServiceNow).
• Familiarity with Active Directory, Microsoft 365 Admin Center, or other user management systems.
• Experience in a healthcare or HIPAA-regulated environment is highly desirable.
• Familiarity with dental practice management software (e.g., Dentrix, EagleSoft, Ortho2) is a major plus.

• Competitive salary commensurate with experience. 
• Comprehensive health, dental, and vision benefits.
• Retirement savings plan with employer safe harbor program.
• Generous paid time off and holidays.
• Continuing education and professional development opportunities.
• Collaborative and mission-driven company culture focused on improving patient outcomes.

beBright participates in E-Verify.