Tier 1 Help Desk Technician

October 13, 2026

Job Description:

Take inbound calls and tickets from dental practices
Resolve Tier 1 issues on first contact
Handle password resets, user account setup, printer and print queue problems, wireless configuration, drive mapping, and workstation troubleshooting
Support Windows 10 and newer, Microsoft 365, macOS, and dental practice management software including Open Dental
Set up and configure PCs, printers, peripherals, and basic network equipment
Work with vendors to open and drive support cases on behalf of clients
Document work thoroughly for mainland teammates
Assess whether issues can wait or require immediate escalation
Provide limited Saturday coverage as part of an on-call rotation

Requirements:

At least 1 year of technical support experience
At least 1 year of customer service experience
Strong written communication
Calm, clear phone presence with stressed, non-technical people
Genuine comfort working independently
Ability to reliably work 8:00 AM to 5:00 PM Hawaii Standard Time, Monday through Friday
Quiet, private home workspace suitable for calls involving patient information
Reliable high-speed internet, wired preferred
High school diploma or equivalent
IT degree or equivalent hands-on experience preferred
Familiarity with Windows 10 and newer, Microsoft 365, macOS, and dental practice management software including Open Dental
MSP or multi-client support experience preferred
Dental or healthcare IT background, especially Open Dental, preferred
ConnectWise or similar PSA experience preferred
CompTIA A+ or equivalent preferred

Benefits:

Trained on the systems dental offices actually run
Real relationships with supported dental practices
Limited Saturday coverage as part of an on-call rotation

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