Talent500 is hiring for one of its clients.

About Smile Brands:

At Smile Brands, we value our team as our most important asset. We are dedicated to creating a supportive and inclusive environment where every team member has the opportunity to thrive. Our commitment to fostering a culture of collaboration, continuous growth, and active community involvement ensures that we not only meet our goals but exceed them together

Become a part of a team that is passionate about making a difference in the lives of patients and in the communities we serve. At Smile Brands, your work matters, and your contributions are recognized and celebrated.

About IT:

Team members in India will have opportunities to support a large and diverse technology environment including enterprise infrastructure, cloud platforms, Fortinet-based networking, cybersecurity technologies, Microsoft 365 services, endpoint management platforms, and critical business applications. The GCC will also become an important center for building technical capabilities, standardizing processes, driving operational improvements, and developing future technology leaders. This is a unique opportunity to help build a technology organization from the ground up while supporting a business that directly impacts patient care and healthcare delivery.

Job Summary:

Under the direction of the GCC IT Leader, the Service Desk Agent serves as the first point of contact for end-user technology support. This position provides Level 1 troubleshooting and resolution for hardware, software, network, telephony, and access-related issues while ensuring timely documentation, effective communication, and adherence to established service levels. The Service Desk Agent I plays a critical role in delivering positive customer experience and maintaining operational continuity across dental practices and corporate locations. This role works closely with Service Desk leadership and other IT functional teams to provide consistent, high-quality technology support and ensure alignment with established support processes and standards.

Responsibilities:

Serve as the first point of contact for employees seeking technical assistance via phone, email, chat, or self-service portal.
Provide Level 1 support for hardware, software, network connectivity, telephony, mobile devices, and business applications.
Diagnose and resolve routine incidents and service requests using established troubleshooting procedures and knowledge resources.
Accurately document incidents, service requests, troubleshooting activities, and resolutions within the IT Service Management (ITSM) platform.
Escalate incidents and requests that fall outside established Level 1 support procedures to the appropriate support teams.
Maintain ownership of assigned tickets through resolution or escalation while providing timely updates to end users.
Verify user identity and follow established security procedures when processing password resets, account access requests, and other user support activities.
Meet or exceed established service level agreements (SLAs), productivity targets, quality standards, and customer satisfaction goals.
Assist users with Microsoft 365 applications, collaboration tools, basic hardware support, and common business applications.
Contribute to the accuracy and improvement of knowledge base articles, support documentation, and standard operating procedures.
Identify recurring issues and communicate trends to leadership and support teams.
Participate in training, team meetings, and continuous improvement initiatives.
Maintain compliance with all company policies, information security standards, and regulatory requirements.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below represent the knowledge, skills, and abilities required for the position.

Customer Focus:

Demonstrates a strong commitment to customer service and delivering positive support experiences.
Maintains professionalism and empathy when assisting users with technical issues.
Effectively manages difficult or high-stress customer interactions.

Communication Skills:

Communicates clearly and professionally in both verbal and written formats.
Ability to explain technical concepts to non-technical users.
Actively listens, asks clarifying questions, and provides timely follow-up.

Technical Aptitude:

Demonstrates foundational technical troubleshooting skills.
Learns and applies new technologies, tools, and processes effectively.
Uses logical and analytical thinking to identify and resolve issues.

Problem Solving:

Gathers relevant information and evaluates potential solutions.
Follows established troubleshooting methodologies.
Recognizes when escalation is required and provides complete supporting documentation.

Teamwork and Collaboration:

Works effectively with peers, leadership, and cross-functional teams.
Shares knowledge and contributes to a positive team environment.
Supports organizational goals and department initiatives.

Adaptability:

Effectively manages changing priorities in a fast-paced environment.
Demonstrates initiative and a willingness to learn new skills.
Maintains productivity while handling multiple tasks and competing priorities.

Attention to Detail:

Maintains accurate ticket documentation and work records.
Follows established procedures and support processes.
Ensures completeness and accuracy when performing support activities.

Preferred Skills:

Required:

High School Diploma, GED, or equivalent combination of education and experience.
1+ years of experience in a Service Desk, Help Desk, Technical Support, Customer Support, or related role.
Experience supporting Microsoft Windows operating systems and Microsoft 365 applications.
Experience using ticketing systems or IT Service Management (ITSM) platforms.
Strong verbal and written communication skills.
Ability to work scheduled shifts aligned to business support requirements.

Preferred:

Associate's or Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field.
Experience supporting healthcare, dental, retail, or multi-site organizations.
Experience supporting remote users and distributed workforces.
Knowledge of Active Directory, Microsoft Entra ID (Azure AD), Microsoft Teams, and mobile device support.
Familiarity with ITIL service management practices.
CompTIA A+, Microsoft Fundamentals, Google IT Support, or similar technical certifications.

Associate Technical Support Analyst