IT Support Technician I

Remote

Full Time

Customer Services

Mid Level

***This position is Remote***

Job Summary

This position is responsible for providing intermediate level, technical support of IT related products and services for our customers, field technicians, and field reps. Involves some handling of technical issues escalated by level one technicians.

What you will do

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 support issues. Escalate issues when applicable.
Provide an intermediate level of installation, setup, maintenance, and troubleshooting support services among a wide range of IT related products.
Handle technical issues that are escalated from level one technicians.
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.
Day in the Life:
- Work at home, remote only
- Must live in the US
- 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.
- IT support services for our dental practice customers, typically small businesses
- Troubleshoot Windows OS, servers, desktops, firewalls, routers, access points, backup systems, printers, healthcare related technologies, and other IT products.

Qualifications

Must have:

Typically, 4 or more years of related experience.
General education, vocational training and/or on-the-job training.
Must have at least an intermediate level of technical knowledge of a broad range of IT related products.
Specialization and expert knowledge of some specific IT products are typical.
Substantial understanding of the job and apply knowledge and skills to complete a wide range of tasks.
Complete tasks in creative and effective ways.
Apply acquired knowledge of procedures and external regulations.
Consistently work on complex assignments requiring independent action and a high degree of initiative to resolve issues.
May make recommendations for new procedures.
Work under minimal supervision and may determine methods and procedures on new assignments.
Excellent 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 arranges activities
Excellent interpersonal communication skills
Excellent written and verbal communication skills
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 under pressure
Analytical thinking
May oversee small projects
Identify and recommend continuous improvement
Establish productive working relationships with all levels within the organization
Intermediate 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
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.

Nice to have:

Accredited, IT related certifications are typical. Accredited, IT related bachelor’s degree is preferred.

The posted range for this position is Tech I $20 - $23 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.

What you get as a Henry Schein One Employee

A great place to work with fantastic people.
A career in the healthcare technology industry, with the ability to grow and realize your full potential.
Competitive compensation.
Excellent benefits package! Medical, Dental and Vision Coverage, 401K Plan with Company Match, Paid Time Off (PTO), Paid Parental Leave, Short Term Disability, Work Life Assistance Program, Health Savings and Flexible Spending Accounts, Education Benefits, Worldwide Scholarship Program, Volunteer Opportunities, and more.

About Henry Schein One

Henry Schein One is the global leader in dental management, analytics, communication, and marketing software. Our company’s products and services work together as one simple solution to provide users with a seamless and integrated experience.

Our company thrives because of our people. We believe in supportive, diverse, and inclusive workforce, inclusive environments, professional development opportunities, and competitive compensation packages. We value innovation, teamwork, and encourage work-life balance.

One of many reasons why Henry Schein One (HS1) leads the industry is because of our products, services and most importantly our people. In 2022 HS1 was awarded one of the top places to work for in Utah. To learn more, click here: 2022 Best Companies To Work For | Henry Schein One

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.

Unfortunately, Henry Schein One is unable to hire individuals residing in Alaska, North Dakota, Hawaii, West Virginia, Maryland, Delaware, Puerto Rico, or other US Territories at this time.

Apply for this position

Required*

Apply with

First Name*

Last Name*

Email Address*

Phone*

Address*

Resume*

We've received your resume. Click here to update it.

Attach resume or Paste resume

Attach resume as .pdf, .doc, .docx, .odt, .txt, or .rtf (limit 5MB) or Paste resume

Paste your resume here or Attach resume file

Are you 18 years of age or older?*

If you are a referral for this position, please provide the employee's first and last name, along with your relationship to them. Otherwise, enter N/A.*

The posted range for this position is Tech I $20 - $23, Tech II $23 - $26. Does this hourly range meet your pay expectation?*

Please select the location that you currently reside in from the drop down list.*

Are you legally eligible to work in the United States? (Proof of lawful employment eligibility in the U.S. will be required upon hire.)*

Will you now, or in the future, require visa sponsorship to work for Henry Schein One?*

Can you perform the essential functions of the job, for which you are applying, with or without reasonable accommodation?*

You will be required to submit to a background check and drug screen after receiving a conditional offer of employment. If you choose "No" to acknowledge this paragraph, you will not be considered for employment.*

Are you currently a Team Schein Member (Internal Employee)?*

The following questions are entirely optional.

To comply with government Equal Employment Opportunity and/or Affirmative Action reporting regulations, we are requesting (but NOT requiring) that you enter this personal data. This information will not be used in connection with any employment decisions, and will be used solely as permitted by state and federal law. Your voluntary cooperation would be appreciated. Learn more.

Gender

Race/Ethnicity

Invitation for Job Applicants to Self-Identify as a U.S. Veteran

A “disabled veteran” is one of the following:
- a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or
- a person who was discharged or released from active duty because of a service-connected disability.
A “recently separated veteran” means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.
An “active duty wartime or campaign badge veteran” means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.
An “Armed forces service medal veteran” means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Veteran status

I IDENTIFY AS ONE OR MORE OF THE CLASSIFICATIONS OF PROTECTED VETERAN LISTED ABOVE
I AM NOT A PROTECTED VETERAN
I DON’T WISH TO ANSWER

Voluntary Self-Identification of Disability

Voluntary Self-Identification of Disability Form CC-305
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

Alcohol or other substance use disorder (not currently using drugs illegally)
Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
Blind or low vision
Cancer (past or present)
Cardiovascular or heart disease
Celiac disease
Cerebral palsy
Deaf or serious difficulty hearing
Diabetes
Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
Epilepsy or other seizure disorder
Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
Intellectual or developmental disability
Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
Missing limbs or partially missing limbs
Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
Partial or complete paralysis (any cause)
Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
Short stature (dwarfism)
Traumatic brain injury

Please check one of the boxes below:

YES, I HAVE A DISABILITY, OR HAVE HAD ONE IN THE PAST NO, I DO NOT HAVE A DISABILITY AND HAVE NOT HAD ONE IN THE PAST I DO NOT WANT TO ANSWER

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.

You must enter your name and date
Name	Date

Human Check*

Submit Application