Job Description, Responsibilities & Requirements
About the Position
We are seeking an IT Support Specialist to provide advanced customer service and technical support for hardware and software. Join our team in Johnson City, TN, US.
Responsibilities
- Provide advanced customer service and technical support to end-users for hardware and software
- Analyze, research, and resolve complex end-user escalation incidents or issues and troubleshooting from other IT support staff; escalate as necessary
- Install, configure, and test installed hardware and software on new or existing devices, in accordance with standard procedures
- Set up new equipment and devices; set up and maintain workstations; provide appropriate access to applications, systems, and data
- Provide guidance and explain policies and procedures to IT support staff and end-users
- Train customers on new devices and technologies
- Communicate and translate technical information to non-technical end users; maintain communication and monitor incident through resolution
- Participate in the maintenance, implementation, troubleshooting, and end-user support for applications, mobile devices, and servers
- Implement security policies and protocols
- Review, update, and maintain documentation to ensure internal processes and procedures, workflows, and training manuals are current
- Review and evaluate new hardware and software products; recommend the implementation of new products
- Replace equipment that has reached the end of its warranty or lifecycle
- Create, track, and maintain reports and provide updates to management
- Assist in tracking and maintaining hardware and software inventory; interact with vendors
- May monitor infrastructure issues and resolve or escalate to higher levels of support
- May mentor, train, and direct the work of other staff members and/or student workers
Requirements
Education:
- Relevant Technical training preferred.
- Microsoft Certification preferred.
Language skills:
- English - Advanced (C1), any other language is an advantage
Years and Type of Experience:
- 1- 2 years’ relevant experience
Key Required Skills, Knowledge and Capabilities:
- Internationally and culturally aware
- Strategic focus with the ability to also operate tactically when needed
- Exceptional Analytical thinking with effective judgment and decision-making capabilities
- Patience with users and ability to remain calm
- Strong written and verbal communication skills
- Problem-solving and research skills that translate to the ability to find solutions for customer problems when a solution is not immediately apparent
- Interpersonal skills that function to create connections and positive experiences for customers
- Technological skills specific to the company’s products and trouble-shooting practices
We Offer
- Competitive salary
- Opportunity to work in a leading dental products and technologies company
- Professional growth and development opportunities
About the Company
Dentsply Sirona is the world’s largest manufacturer of professional dental products and technologies, with over a century of innovation and service to the dental industry and patients worldwide. Dentsply Sirona develops, manufactures, and markets a comprehensive solutions offering including dental and oral health products as well as other consumable medical devices under a strong portfolio of world-class brands.
Equal Opportunity Employer
Dentsply Sirona is an Equal Opportunity Employer. All qualified applicants will be considered without unlawful discrimination or regard for race, color, religion, sex, sexual orientation, sexual or gender identity, national or ethnic origin, age, marital status, disability, genetic factors, military and veteran status, or any other characteristics protected by applicable local law.
Eligibility
All successful applicants must be eligible to work in the country the position is based.
Assistance
If you need assistance with completing the online application due to a disability, please send an accommodation request to [email protected].
Notice on Fraudulent Job Offers
Unfortunately, we are aware of third parties that pretend to represent our company offering unauthorized employment opportunities. If you think a fraudulent source is offering you a job, please have a look at the following information: careers.dentsplysirona.com.