Desktop Support Technician

About the Company - The Aspen Group (TAG) is one of the largest and most trusted retail healthcare business support organizations in the U.S. and has supported over 20,000 healthcare professionals and team members with close to 1,500 health and wellness offices across 48 states in four distinct categories: dental care, urgent care, medical aesthetics, and animal health. Working in partnership with independent practice owners and clinicians, the team is united by a single purpose: to prove that healthcare can be better and smarter for everyone. TAG provides a comprehensive suite of centralized business support services that power the impact of five consumer-facing businesses: Aspen Dental, ClearChoice Dental Implant Centers, WellNow Urgent Care, Chapter Aesthetic Studio, and Lovet Pet Health Care. Each brand has access to a deep community of experts, tools and resources to grow their practices, and an unwavering commitment to delivering high-quality consumer healthcare experiences at scale.

About the Role - As a reflection of our current needs and planned growth we are very pleased to offer a new opportunity to join our dedicated team as Desktop Support Technician. The ideal candidate for this position is a reliable, adaptable, thought-leading IT desktop support professional capable of maintaining high work standards while independently managing their work. The candidate will also cultivate customer service excellence approach, developing relationships focused on collaboration and will have direct communication with end users, TAG Executives, and peers. This position also will work as needed with several other initiatives, including assisting with projects, interacting with diverse technologies, and partnering with stakeholders in other departments.

Responsibilities

• Provides in-person and remote user assistance and ServiceNow ticket resolution for hardware, software, and networking needs.
• Diagnoses and troubleshoots basic problems with technical systems to maintain proper functionality and escalates unresolved issues as needed.
• Partner with various teams within IT and other departments to solve cross functional issues.
• Conducts diagnostic reviews and troubleshoots issues as requested by users.
• Provides training and assistance to users as needed.
• Provides good customer service to ensure functionality and to assist and guide users.
• Documents technical issues and their resolutions in the IT knowledge base.
• Interacts with vendors to resolve issues.
• Assists with activities, including onboarding, offboarding, inventory, and shipment of equipment.
• Assists with projects and implementation of policies as needed.

Qualifications

• Associates Degree in Computer Science/similar field or commiserate experience in a role similar to a Desktop Support Technician/Engineer.

Required Skills

• Hands-on, collaborative working style with a service driven mindset required.
• Adaptable and willing to learn new technology and processes.
• Organization, time management, and problem-solving skills required.
• Ability with communicating clearly in both a written and verbal fashion.
• Ability operating, installing, and troubleshooting computer hardware and software required.
• Knowledge of a modern ticketing system (such as ServiceNow) required.
• Skill with supporting operating systems, including Windows, iOS, and Mac OS required.

Preferred Skills

• Knowledge of Active Directory/Entra ID, Intune, and SCCM to image and troubleshoot preferred.
• Experience providing desktop support in an enterprise environment preferred.
• Experience working using remote access software like Bomgar preferred.
• Some white-glove experience is a plus.
• Experience working in an educational or instructional environment is a plus.
• Some familiarity with mobile device operation and Audio/Video technology is a plus.

Pay range and compensation package - Pay Range: $25-$33/hr with a generous benefits package that includes paid time off, health, dental, vision, and 401(k) savings plan with match *This role is onsite 5 days/week in our Syracuse office*

Equal Opportunity Statement: We are committed to diversity and inclusivity in our hiring practices.