Digital Imaging Support Technician

Henry Schein ONE (www.henryscheinone.com) is the global leader in dental management, analytics, communication and marketing software. We deliver innovative dental software and services, combined with expert business coaching, to help connect dental technology so it works as one.

When TECHNOLOGY connects, more data is shared, more tasks are automated, and more work gets done. And most importantly, dental professionals have more time to focus on providing a quality experience for their patients. In fact, one connected practice management system simplifies each step of the patient experience -- from first contact and scheduling, to clinical treatment and billing, to ensuring loyalty and recurring care.

If you are looking for a growing career that makes a difference, come be part of our team today!

**Remote work from home within the United States**

JOB OVERVIEW:

This position is responsible for providing basic, first line, technical support of IT related products and services, and healthcare related, digital imaging products and services for customers, field technicians, and field reps. Some products include but not limited to Medit Scanners, Dentsply Sirona Cerec and Xray Systems. IT experience required however we are open to train on learning these dental products!

Day in the Life:

• Work at home, remote only
• Full-time, 40 hours per week, hourly paid, plus benefits
• Generally Monday through Friday with shifts start times of 7, 8, 9, or 10 AM Central Time
• Technicians handle about 20 phone calls and close about 10 tickets daily
• Support for Dental practice customers, typically small businesses
• Mix of IT troubleshooting and support of Dental products such as digital radiography and digital scanning apps and devices
• We provide training for the Dental products
• Requires IT experience including Windows OS, servers, desktops, firewalls, routers, access points, backup systems, printers, and other IT products

KEY RESPONSIBILITIES:

• Initiate, handle, and resolve phone calls, emails, voicemail, chat, web forms, and in person requests from our customers, field technicians, and field reps regarding IT and digital imaging support issues. Escalate issues when applicable.
• Provide at least a basic level of installation, setup, maintenance, and troubleshooting support for multiple digital imaging products and services used in healthcare along with a wide range of IT related products and services. Provide some end-user "how-to" support of these products.
• Provide professional communication, both written and verbal.
• Document all service request information into internal database systems according to stringent guidelines and procedures.
• Participate in company meetings and trainings.
• Participate in special projects and perform other duties as required.

QUALIFICATIONS:

• Typically 4 or more years of related experience.
• High School education, vocational training and/or on-the-job training.

GENERAL SKILLS & COMPETENCIES:

• Strong time management skills and the ability to prioritize work
• Very good attention to detail and accuracy
• Customer service oriented and ability to work with and resolve complex issues
• Ability to plan and arrange activities
• Ability to maintain confidential and highly sensitive information
• Ability to work in a team environment
• Ability to multi-task
• Ability to manage conflict
• Capacity to work effectively under pressure
• Analytical thinking
• Oversee small projects
• Identify and recommend continuous improvement opportunities
• Establish productive working relationships at multiple levels within the organization
• Strong reading, writing, and typing skills.
• Excellent communication skills, both verbal and written.
• Experience with handling multiple phone calls and emails daily.
• Strong customer service skills and experience.
• Experience with using standard office equipment, business productivity software such as Microsoft Office, Microsoft Outlook, ticketing databases, CRM databases, remote access software, and call center phone systems is typical.

SPECIFIC KNOWLEDGE & SKILLS:

• Basic level of technical knowledge and skills with installation, setup, maintenance, and troubleshooting support services of IT related products 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
• Basic level of technical knowledge and skills with installation, setup, maintenance, and troubleshooting support services of healthcare related systems, devices, and software including but not limited to: digital X-ray, CAD/CAM, 3D printing, milling systems, scanning devices, cameras, imaging software, and other digital imaging products and software, preferred.

COMPENSATION:

The posted range for this position is $20-$22/hour which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including prior experience, current skills, location/labor market, internal equity, etc.

Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.