IT Associate

Reports to:

IT Support Lead

Headquarters:

Savannah, GA

Job Location:

Headquarters - Savannah, GA

What we do at Dental Claim Support:

DCS is a dental revenue cycle management company that works with dentists, dental offices and DSOs in the United States. Dental Claim Support (DCS) improves the lives of dentists and their teams through expertise plus technology to maximize revenue and support patient care. Our dental billing systems and processes allow our employees to work all aspects of the full revenue cycle system efficiently, to increase profits for dental practices and groups.

Position Summary:

The IT Associate provides hands-on support for the day-to-day technology needs of Dental Claim Support employees and client partners. Based at DCS headquarters in Savannah, this role is primarily responsible for preparing, configuring, organizing, and maintaining technology equipment, supporting technology-related onboarding and offboarding activities, and assisting with routine technical issues.

The IT Associate will also support the IT ticketing process by documenting, troubleshooting, and assisting with support requests within their level of responsibility while escalating more complex issues to the appropriate IT team member.

How the IT Associate adds value:

The IT Associate helps ensure employees and client partners have the equipment, access, and basic technology support they need to work effectively. By providing reliable equipment preparation, timely onboarding and offboarding support, routine troubleshooting, and accurate documentation, this role helps keep day-to-day technology needs organized and moving efficiently.

This position also provides foundational support to the broader IT function by following established processes, assisting with support requests, and escalating issues when additional technical expertise is needed.

In this role, you will:

• Equipment Setup: Prepare, configure, test, and organize computers, monitors, peripherals, and other technology equipment for employees and client partners using established IT processes.
• Equipment Deployment and Returns: Coordinate the preparation, distribution, receipt, and organization of technology equipment and related accessories.
• Onboarding and Offboarding Support: Complete assigned technology-related tasks associated with employee and client partner onboarding and offboarding, including equipment, access, and documentation.
• Basic Troubleshooting: Assist employees and client partners with routine hardware, software, connectivity, access, and equipment issues, escalating more complex concerns as appropriate.
• Ticket Support: Document and assist with IT support tickets within assigned areas of responsibility, following established troubleshooting and escalation processes.
• Software and Access Support: Assist with approved software installation, configuration, user access, and other routine technology setup needs.
• Inventory Management: Maintain accurate records of technology equipment, assignments, returns, inventory, and related information.
• User Support: Provide clear and professional assistance to employees and client partners regarding equipment, systems, and common technology questions.
• Documentation: Maintain accurate records of equipment configurations, support activities, onboarding and offboarding tasks, and other assigned IT activities.
• Security and Compliance: Follow established IT security, data protection, access, and HIPAA requirements when handling equipment and supporting users.
• Team Support: Assist IT team members with technology-related tasks, projects, and other departmental needs as assigned.

Success Criteria:

• Equipment Readiness: Assigned equipment is accurately prepared, tested, documented, and ready for employees and client partners within established timelines.
• Onboarding and Offboarding Support: Assigned IT tasks related to onboarding and offboarding are completed accurately and on time.
• Troubleshooting and Escalation: Routine technical issues are addressed appropriately, with issues outside the role's scope escalated in a timely manner.
• Ticket Support: Assigned tickets are accurately documented, updated, and addressed according to established IT processes and expectations.
• Inventory Accuracy: Equipment assignments, returns, and inventory records are maintained accurately and consistently.
• Documentation: Required IT records and documentation are completed accurately and kept current.
• User Support: Employees and client partners receive timely, professional, and helpful support.
• Security and Compliance: Established security, access, and compliance procedures are consistently followed.

Requirements:

• 1+ years of experience in IT support, technical support, computer systems, or a related environment preferred.
• Technical education, certifications, or equivalent hands-on experience preferred.
• Basic knowledge of computer hardware, software, peripherals, and common technology troubleshooting.
• Ability to set up, configure, and troubleshoot computers and related equipment.
• Familiarity with help desk or ticketing systems preferred.
• Strong organization and attention to detail, particularly when managing equipment and documentation.
• Strong problem-solving skills and willingness to learn.
• Ability to follow established processes and recognize when an issue should be escalated.
• Strong interpersonal and communication skills when assisting users with varying levels of technical knowledge.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• Experience with dental practice management software is a plus.
• Knowledge of data security and HIPAA requirements is a plus.
• Ability to work collaboratively as part of an IT team.

Our Company Values:

• Customer Success
• Transparency
• Reliability
• Professional Excellence
• Alignment