Job Description

Essential Functions:

• Answers incoming calls and IT requests providing Level 1 and 2 support in a timely manner.
• Enters appropriate and usable data into IT Service Management Ticketing system.
• Provides troubleshooting assistance through the use of remote controls tools to connect to customers for remote support.
• Provides outstanding customer service and responsiveness to all end-users across all locations.
• Interprets, analyzes, diagnoses, documents, and resolves Level 1 and 2 IT issues related to internally supported hardware and software within first call.
• Diagnoses and solves immediate complex questions and problems related to application software, operating systems, and antivirus.
• Installs, diagnoses, and resolves Level 1 and 2 problems for hardware, peripherals, and software systems.
• Guides users through step-by-step solutions on operating IT equipment.
• Provides technical assistance and training, as well as recommends remedial actions.
• Maintains Time Management system (Kronos); including configuring, installing, and troubleshooting malfunctions.
• Creates simple queries and runs pre-written stored procedures in SQL Server 2008.
• Performs basic administrative and security tasks for a variety of applications and software, including but not limited to MS Sharepoint, Great Plains, Kwiktag, DL Plus, Kronos, Active Directory, BrainShark, and Exchange.
• Escalates complex issues to different IT Teams, as necessary.
• Acts as a resource to other team members in resolution of technical issues and works to train other team members to improve team skills.
• Communicates resolution status proactively to ensure customer timeframe expectations are met or exceeded.
• Follows-up on open tickets, unresolved tickets, scheduled hardware and software upgrades, systems level problems, tickets that are escalated to other departments, and non-urgent after-hours messages to ensure progress and completion of requests.
• Establishes and maintains strong working relationships with various Company departments and team members.
• Contributes to library of Knowledge Base articles.

Education and Experience:

• High School Diploma or GED.
• Formal education in Information Technology, a plus.
• Minimum five (5) years of experience in Applications or IT Technical Support.
• Must have previous experience supporting enterprise applications.

Pay Range: $30.00 to $32.00/ hr

Glidewell Laboratories is the industry leader in dental technology due to our agility, speed, and cutting edge technology. We work in a fast-paced and highly sought-after employee-friendly work environment. Behind all of this success is an amazing group of people who are passionate about bringing innovation to the marketplace, while providing quality and affordability to better the lives of people all over the world. If you share in our passion for teamwork and a vision for excellence, let's talk about a rewarding career at Glidewell!

In addition are the following generous employee benefits: Medical, Dental, Vision, 401K with company match, company-paid life insurance, additional onsite dental services, vacation, holiday, and sick time, employee gym (with fitness classes and meditation room), employee medical/wellness center (with massage therapy and acupuncture), two company subsidized cafes, Internet cafes, employee lounges with big screen TVs, game tables, fun company sponsored events, a diverse work environment with over forty nationalities represented, and much more!

Glidewell Laboratories is an Equal Opportunity Employer and prohibits any kind of unlawful discrimination and harassment. We are committed to the principle of equal employment opportunity for all employees and to provide employees with a work environment free of discrimination and harassment on the basis of race, color, religion, national origin, sex, age, physical or mental disability, veteran status, sexual orientation, gender identity, genetic information, or any other status protected by the statutes, rules, and regulations in the locations where it operates. If you are an individual with a disability and need a reasonable accommodation to assist with your job search or application for employment, please contact us at recruitment@glidewelldental.com. Please indicate the specifics of the assistance needed.

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