About Darkhorse Tech
Darkhorse Tech provides comprehensive Dental-Specific IT services to our clients including ongoing support (Managed Services), startup projects & expansions (planning, design, buildouts) as well as software & hardware sales and maintenance.
As a leader in the industry, we have created and continue to foster relationships with all leading-edge technology companies servicing the Dental community. Our company was created by founder and CEO, Reuben Kamp who left his job at a nationwide Dental IT company to build a relationship-focused version of a Managed Service Provider (MSP) which creates true partnerships with it’s clients.
Constantly building on our 10+ years of experience we are now servicing roughly 1300 clients in all 50 states and continue to see massive growth while focusing on maintaining unparalleled support for our Dental Practice partners. With technicians on the ground throughout the country we offer in-person as well as remote support.
About You
Service first. Providing exemplary service means recognizing it. Have you put off a call to your cell phone company because the idea of waiting on hold, requesting a manager only to fight for a solution seems exhausting? Have you ever been pleasantly surprised by a service organization where your call is addressed efficiently, with care and acknowledgement that you are their top priority because you (as a client) are the lifeblood of their business? There is a huge difference in these approaches, and the latter builds loyalty and trust which is vital to the health of any business.
You are solution-oriented and accountable. When given an opportunity to address an issue you follow service standards and quickly provide a solution, if you can’t you are able to escalate the issue and alert your manager to your need/want for knowledge and growth - all while communicating progress in a professional and engaging manner with the client.
Part of our team! While service tickets are addressed individually our crew is always ready to support one another, you will both receive and provide help as we are all working toward the same goal. Together we provide a level of service that our clients dream of and that we stand behind.
Tier III Support Technician Summary
As a Level 3 Support Technician, you will be responsible for handling all high-level technical issues, complex problems, and escalations. You will also serve as the point person for our Remote Monitoring and Management System and be the go-to resource for issues ranging from Windows server builds, use and troubleshooting of Hyper-V environments, troubleshooting complex network connectivity problems, and building and rebuilding server databases.
Responsibilities
- Troubleshoot and repair problems with computer systems including hardware and software, e-mail, network, and printer equipment
- Serve as a technical resource and assist other employees in resolving complex problems with equipment and data
- Manage ticket escalations from other technicians
- Take ownership of our remote monitoring software and utilize scripting
- Take ownership of and manage backup systems
- Lead projects requiring expertise in server operating systems, SQL, firewalls, and office networks
- Maintain a comprehensive knowledge of PC hardware installation, repair, testing, and troubleshooting
Qualifications and Skills
- Ability to work independently without assistance from others
- Previous experience working with Windows based server environments
- Previous experience working with SQL databases
- 5-10 years of IT experience with at least 5 years working on complex network and server related problems
- Familiarity with MS Windows and Office applications
- Familiarity with Cisco networks
- Detailed knowledge of scripting within a Windows environment
- Experience working with network firewall devices (Dell SonicWALL and Cisco Meraki preferred)
- Master's degree in IT or related field or equivalent experience is preferred