Tier 1 Help Desk Technician

Darkhorse Tech, Inc.

. Take inbound calls and tickets from dental practices .

Posted 10/12/2026full-timeRemote • United StatesJunior💰 $40,000 - $45,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in technical support and customer service, with a focus on resolving issues related to Windows 10, Microsoft 365, macOS, and dental practice management software. Capable of effectively communicating with non-technical users and managing support cases in a healthcare environment.

Highest-signal resume keywords

Technical Support ExperienceCustomer Service ExperienceWindows 10 SupportOpen Dental FamiliarityCompTIA A+ Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportIssue ResolutionPassword ResetUser Account SetupPrinter TroubleshootingWireless ConfigurationDrive MappingWorkstation TroubleshootingPC ConfigurationNetwork Equipment Setup

Soft Skills

Written CommunicationCalm Phone PresenceIndependent WorkProblem Assessment

Tools & Technologies

Microsoft 365MacOSOpen DentalConnectWise

Certifications & Qualifications

CompTIA A+IT Degree

Industry Keywords

Dental ITHealthcare ITMSP SupportMulti-Client Support

Tech Stack

Tools & technologies

MacOS

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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