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Position Summary

This position provides Tier 1 technical support to onsite and remote end users on a variety of issues. Identifies, researches, and resolves end user technical problems. Responds to telephone calls, email, and personnel requests for technical support. Documents, tracks, and monitors the problem or request to ensure a timely resolution.

Essential Position Functions

+ Respond quickly and effectively to requests received by telephone, email, and through the ITSM (IT Service Management) ticketing system

+ Follow up on outstanding requests and ensure timely resolution of issues

+ Ensure proper documentation of service ticket status

+ Create user accounts and configure hardware as part of new hire process

+ Performs installs, upgrades, moves, and changes for computer workstation hardware and software, printers, and other peripheral devices

+ Troubleshoot, repair, and resolve issues with mobile devices, computers, and software.

+ Assist in maintaining inventory of all IT equipment, software, and software licenses.

+ Fully understand and enforce company policies to protect physical hardware and digital information security

+ Must be self-motivated with strong troubleshooting skills and know when to seek guidance.

+ Proactive team player with strong interpersonal skills and ability to execute on goals and SLA’s

+ This position will require 10-20% travel and be available for rotational on-call after hour duties.

+ Other responsibilities as needed

Education & Experience

Associates degree preferred High School Diploma or equivalent required 1-2 years of relevant experience.

Licenses, Certificates & Registrations

+ CompTIA A+ preferred, but not required

+ CompTIA N+ preferred, but not required

Expected hourly hiring range for this position depending on experience:

$22.66—$33.98 USD

Compensation

The actual base pay offered to the successful candidate will be based on multiple factors, including but not limited to education, job-related knowledge/skills, experience, geographical location, and internal equity.

This position is also eligible for incentive pay in accordance with the terms of the Company’s plan.

Company Benefits

Willamette Dental offers the following benefits for this position, subject to applicable eligibility requirements: medical, dental and vision insurance, tuition reimbursement, flexible spending accounts, 401(k) retirement plan with 5% match, accidental death and dismemberment insurance, life insurance, voluntary disability insurance, commuter benefits, two complimentary pairs of Fig scrubs (clinical roles), and employee assistance program.

Paid Time Off (PTO): Eligible employees will accrue a minimum of 120 PTO hours per employment year in addition to seven paid holidays annually. The Company’s PTO program combines vacation and sick leave, which is more generous than Washington State’s Sick Leave Law.

Physical Requirements

The work is primarily performed while sitting and/or standing, but will require occasional walking, bending, stooping and carrying light items such as papers, books, or other supplies. The incumbent uses a computer and other standard office equipment to complete tasks.

Willamette Dental is an equal opportunity employer.

We provide equal employment opportunities to all employees and applicants for employment without regard to an individual’s race (including physical characteristics historically associated with race), religion, color, age, sex (including pregnancy), national origin, veteran status, disability, marital status, genetic information, sexual orientation, gender identity, pregnancy-related condition, or any other classification protected by applicable federal, state or local laws.

This job description is not meant to be an all-inclusive list of duties and responsibilities, but constitutes a general definition of the position’s scope and function in the company.

This position may be exposed to PHI in the course of his/her duties, and will handle protected information (PHI) in a manner consistent with the Health Insurance Portability and Accountability Act of 1996 (HIPAA).