Help Desk Analyst 1 - Account Support - Remote

Job Details

Req ID: 95191

Supported Practice: Heartland Dental

Category: Information Technology

Location: 1200 Network Centre Drive, Effingham, IL 62401

Position Summary:

The IT Account Support Specialist is primarily responsible for providing user account support and access management to many core Heartland Dental systems. Duties include, but are not limited to, answering customer phone calls, responding to, and resolving incident requests, password resets, and user account provisioning, maintenance, and de-provisioning. To give an idea of the team structure, this position will work on a team with other account support specialists.

With more than 1,000 dental offices supported across 38 states, over 10,000 team members and over 1,600 supported doctors in our support, Heartland Dental has a proven track record of growth and success. We're looking for professional individuals who are open, positive and mentally flexible to join our network of support.

This position will report to the IT Account Support Supervisor.

Below is an overview of the duties and responsibilities you would take on in this role:

• Provide efficient and valuable customer service
• Answer phone calls and/or respond to electronic requests from customers regarding user accounts in a timely manner
• Support user account provisioning, maintenance, and de-provisioning of dental office users within a variety of applications
• Troubleshoot user account login issues (password resets, Active Directory changes, Office 365, email, etc.)
• Assist with electronic claims setup and support questions
• Provide support to the internal stakeholders to ensure dental providers' user account information is set up and functioning within the current dental practice management software
• Resolve requests related to the
  daily setup and support of insurance website login information for dental offices
• Advocate and champion the usage of self-service tools for common account management tasks
• Participate as a member of the IT Account Support Team by providing feedback on current processes and tools used to support and solve user account issues and incidents

Minimum Requirements:

• 
  Must reside in St. Louis, MO, Indianapolis, IN or Effingham, IL area.
  

• Completion of one of the following: 1+ years of relevant experience in an IT customer service/support role OR an associate's degree in an IT related field.

• Practical customer service skills

• Ability to answer telephone calls and communicate information to customers
• Strong verbal and written communication skills
• Strong computer skills
• Strong organizational skills, accuracy, and attention to detail
• Ability to work well under pressure and prioritize multiple tasks
• High level of maturity, personal initiative, and sound judgment

Desirable Qualifications:

• Customer service experience in IT or healthcare fields
• Active Directory experience

We put our people first at Heartland Dental, and that shows in our generous benefits package.

Company retains the sole discretion to change the duties of the position at any time.

We provide all employees and applicants for employment the protections of federal, state, and local laws affording equal opportunity in employment.