IT Support Specialist – Helpdesk & Dental Systems

Position: IT Support Specialist – Helpdesk & Dental Systems

Department: Information Technology

Reports to: IT Director

Location: American Dental Companies HQ – onsite

Role Overview

American Dental Companies is seeking a dedicated IT Support Specialist – Helpdesk & Dental Systems to provide frontline technical support for our employees and clinics.

This role will be the first point of contact for troubleshooting tickets, resolving hardware/software issues, and ensuring smooth operation of both general IT systems and dental-practice-management applications and devices.

You'll play a critical role in supporting our practices across multiple locations, ensuring doctors and clinical staff can focus on patient care without technical interruptions.

Key Responsibilities

Helpdesk & General IT Support

• Serve as the first point of contact for employees via ticketing system, phone, remote or onsite.
• Provide Tier 1/Tier 2 troubleshooting for hardware (PCs, laptops, printers, network devices) and software applications.
• Manage and support all Microsoft 365 services (Exchange Online, Teams, OneDrive, SharePoint, Intune).
• Work on the Intune device enrollment office by office.
• Escalate complex issues to senior IT team members when necessary.
• Maintain accurate records of issues and resolutions in the ticketing system.

Dental Practice Management System (Denticon + Apteryx/XVWeb) Support

• Provide frontline support for Denticon practice management system.
• Provide frontline support for Apteryx/XVWeb imaging system.
• Troubleshoot Denticon user issues, integrations, and workflow problems.
• Collaborate with vendor support when advanced escalation is .

Dental Device & Imaging Support

• Support dental devices integrated with Denticon and Apteryx/XVWeb, including but not limited to:
• Sensors (Dexis, Jazz, Dentimax, Schick, XDR, Rex, etc.)
• Intraoral (IO) cameras
• CBCT / Panoramic imaging systems
• Resolve connectivity, driver, and integration issues between devices and Denticon.

Onsite Support

• Provide hands-on technical support in offices when .
• Assist with new device setups, system rollouts, and IT hardware installations.
• Audit and document existing networking infrastructure across the existing and new ADC offices.
• Oversee physical infrastructure upgrades (cabling, racks, switches, access points, security devices).
• Train end users on basic IT and dental system workflows.

Qualifications

• At least 2 years of IT support / helpdesk experience (healthcare/dental IT strongly preferred).
• Hands-on experience with ticketing systems.
• Familiarity with practice management systems (Denticon preferred).
• Familiarity with imaging systems (Apteryx/XVWeb preferred).
• Experience with dental imaging devices and integration workflows a plus.
• Strong knowledge of Windows environments, device drivers, and networking basics.
• Excellent customer service, communication, and troubleshooting skills.

Preferred Certifications (not ):

• CompTIA A+, Network+, Microsoft 365 or equivalent.

• Vendor-specific dental IT certifications (if available).