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Help Desk Specialist II

Location: Pittston, PA
Business Unit: Information Technology

Benco Dental is currently looking for a Help Desk Specialist II in Pittston, PA!

Why Join our Team?

  • We drive dentistry forward by leveraging innovative solutions and our caring family culture.
  • Family-owned for 80+ years
  • #19 Best Companies to Work for in Health Care
  • Annual Profit Sharing
  • Medical, Dental, Vision effective Day 1

Job Summary: Responsible for assisting Level I team members with escalated support issues; answering help desk support calls as needed; improving help desk supportís functional infrastructure by writing documentation and preparing new equipment and software to streamline productivity. 

Qualifications: 

  • Education:   Associates degree in Computer Information Systems or equivalent education/experience 
  • Experience:  1 year of Help Desk support
  • Skills needed:  Ability to communicate effectively; excellent customer service and phone skills. 

Duties and Responsibilities: 

  • Effectively answers help desk phone and diagnoses computer-based problems for both internal and external customers. 

  • Provides solutions from electronic knowledge base or through problem escalation. 

  • Effectively determines priority of problems for internal help desk calls so other team members can act accordingly 

  • Constantly increases knowledge base through reading technical manuals and journals, contacting technical support offices outside of company, and performing Internet research to solve problems. 

  • Makes changes in system and physically moves hardware for workstation related moves. 

  • Maintains and repairs all outside Benco Associateís laptop computers. 

  • Supports, diagnoses, and effectively repairs problems in software, workstations, terminals, and printers at Benco. 

  • Provides training to Level 1 technicians and prepares them for all issues that may arise. 

  • Effectively handles warranty returns for computer hardware by repairing in-house or sending out for repair. 

  • Handles issues escalated from Level 1 technicians. 

  • Provides RMA numbers to technicians as needed and enters detailed information in the system 

  • Assumes a team leadership role, assisting technicians in prioritizing job duties and motivating them to obtain individual and team goals. 

  • Effectively provides technical support using patience, encouragement, a good attitude, and a consideration for the userís level of understanding. 

  • Constructs PCís for use within building 

  • Quickly assimilates and applies department-specific and job-specific training (ability to learn). 

  • Shares knowledge with other IT and Tech Support team members. 

  • Assists with on-site service or installation as needed 

  • Understands and applies abstract concepts, recognizes subtle interrelations, handles complexity, and is able to respond to questions quickly (mental ability and perceptiveness). 

  • Demonstrates a realistic belief in the strengths of his/her own capabilities and ideas, makes decisions with appropriate guidance, balances independence/dependence, takes appropriate risks (self-acceptance and self-confidence). 

  • Sets challenging but attainable goals and sacrifices other life activities when necessary to attain those goals. 

  • Works as an effective team member and works to improve team morale. 

  • Listens to and understands client needs; and recommends solutions and develops plans (problem analysis).

  • Demonstrates good oral and written communication skills and listening skills 

  • Performs other duties as assigned to support the efficient operation of the department and company. 

All job duties and responsibilities are essential functions of the position. 

Who We Are: Itís our mission to deliver success smile after smile.

Benco Dental is the largest privately owned, full-service dental distributor in the United States and has remained in the family since 1930 - a family that now includes our more than 30,000 customers and over 1,400 associates in the 48 contiguous states.

We provide more supply and equipment options than any other full-service distributor, an offering enhanced by a comprehensive suite of services, including office design, equipment repair, practice coaching, financing and project management, wealth management and dental-specific technology solutions. These services are supported by over 400 professionally trained sales representatives and 300 factory-trained service technicians who begin every task by asking "What does the customer want?"

If you enjoy working for a progressive company that is growth minded and values customers & associates we encourage you to learn more about our Benco family.  We are looking for driven professionals who want to play a key role in our future success.

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