GKY is a small business-owned dental laboratory that places an emphasis on providing thorough and highly personalized dental services and products to clinicians. The products and services we offer are crowns, bridges, metal-free restorations, removables, implants, guided surgeries, and shade matching. We are dedicated to helping smaller dental practices have their needs met through creating and perfecting these products and providing these services.

We are looking for an Information Technology (IT) Help Desk Agent who can assist and troubleshoot all problems IT related. We are looking for a candidate who meets the following:

Responsibilities:

• Provides answers to clients by identifying problems, researching answers, and guiding clients through corrective steps when needed.
• Works with Service Desk and Infrastructure Teams as appropriate to determine and resolve problems received from clients.
• Works with vendor support contacts to resolve technical problems with desktop computing equipment and software.
• Perform upgrades, installation, configuration, and ongoing usability of desktop computers, peripheral equipment, and desktop applications to ensure longevity within established standards and guidelines.
• Provides a high level of computer hardware and software technical support to all users.
• Maintains accurate information and data regarding end-user issues within the incident tracking/ticketing system according to policies and standards.
• Participates in the accurate inventory tracking of all computer hardware to ensure items are properly tagged, inventory is rechecked as required.
• Perform moves, ads, requests as they are submitted by the IT Help Desk or IT managers.
• Provides support for end user mobile devices.
• Provides support for Video and Audio Conferencing.
• Improves support workflows and application/system performance or usability by identifying problems and recommending changes to the team.

Preferred Qualifications:

• High-level knowledge and understanding of Microsoft Networks that include:
• Active Directory
• DNS
• DHCP
• Strong understanding around Microsoft Office suite (Word, Excel, PowerPoint, etc.)
• Strong understanding of the OSI model
• Experience Linux, FreeBSD, Centos OS’s a plus
• Experience with Exchange is a plus
• Experience with VMware is a plus

Minimum Experience:

• Minimum 2 years of IT support experience
• Minimum 2 years experience supporting a Microsoft environment