IT Support Specialist

$52,000 - $66,560/Yr

Sodium Dental - Ann Arbor, MI

Full-time - Mid Level

Ann Arbor, MI

About the position

The IT Support Specialist at Sodium Dental is responsible for providing technical support for specialized dental technology equipment and software, primarily on Windows operating systems. This role involves troubleshooting and resolving technical issues, assisting customers via various communication methods, and ensuring optimal performance of dental-specific software. The position offers opportunities for growth in the high-tech dental industry, with a focus on strong troubleshooting skills and customer satisfaction.

Responsibilities

• Assist customers with troubleshooting and resolving technical issues related to dental technology, including dental x-ray sensors and imaging software.
• Offer support via phone, email, and remote desktop connections.
• Diagnose and resolve problems with dental-specific software running on Windows operating systems.
• Install, configure, and update software as needed to ensure optimal performance and compliance with industry standards.
• Track time and activities for billable support services provided to customers.
• Prepare and maintain accurate documentation of all support interactions and resolutions.
• Work closely with other technicians, engineers, and the sales team to ensure customer satisfaction and efficient resolution of issues.
• Escalate complex problems to higher-level support when necessary.
• Create and update documentation and knowledge base articles to assist customers and other team members with common technical issues.
• Stay informed about the latest developments in dental technology and software to provide up-to-date support.
• Provide training and guidance to customers on the proper use of dental technology and software.
• Conduct webinars or create tutorials to help customers troubleshoot common issues independently.
• Assist with the configuration and troubleshooting of Windows-based networks and systems used by dental practices.
• Ensure that all systems are secure and compliant with relevant data protection regulations.
• Build and maintain strong relationships with customers by providing timely, courteous, and effective support.
• Gather feedback from customers to continuously improve support services.

Requirements

• Minimum of 3-5 years of experience in IT support, preferably in a B2B environment.
• Proficiency in troubleshooting and supporting Windows operating systems.
• Strong understanding of dental-specific software (e.g., imaging software, practice management systems) and related technologies.
• Experience with remote desktop tools, network configuration, and system security practices.
• Familiarity with hardware components, including dental x-ray sensors and imaging devices.

Nice-to-haves

• Experience supporting dental technology and software is a strong plus.
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Strong customer service skills, with a focus on empathy, patience, and problem-solving.

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Mileage reimbursement
• Paid sick time
• 5 days paid vacation after probationary period, increasing with tenure.