IT Helpdesk Technician
Orthodontic Partners' Service Center
5300 Patterson Ave SE Suite 110, Grand Rapids, MI 49512
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Founded by some of the nation’s top orthodontists and headquartered in Grand Rapids, MI, Orthodontic Partners (OP) is a fast-growing national orthodontic service organization that provides partner doctors with a full range of administrative, marketing, HR, and financial support services. Our mission is to build a better orthodontic partnership model by bringing together leading business and clinical minds and sharing insights that inspire our partners, teams and patients. It is through a relentless pursuit of this mission that we’ve successfully built a world class network of partners who value collaboration, excellence, growth, and trust. We’ve grown to support over 30 top orthodontic practices across nearly 70 locations and 15 states and are just getting started. We’re looking for highly motivated individuals to join us as we revolutionize the orthodontics industry by making orthodontic care more convenient, affordable, faster and easier for patients.

Summary of Position:

At Orthodontic Partners, we are cloud focused environment in need of an IT Helpdesk Technician who is responsible for providing technical support to our internal customers. The Help Desk Technician will be responsible for answering customer inquiries, troubleshooting problems, and resolving issues. The ideal candidate will have a strong understanding of computer hardware and software, as well as excellent customer service skills. This individual will be a detail-oriented individual who is highly motivated willing to learn and expand their current knowledge base.

Essential Job Functions:

· Support daily IT operations including account management, device administration, network administration, and software management

· Train and direct system users on the correct use of information systems

· Manage our remote workstations and cloud solutions

· Translate and document business needs into technical solutions

· Create technical documents of implementations, break-fix solutions

· Answer customer inquiries via phone, email, and chat

· Setup workstations following standard operating procedures

· Escalate issues to the appropriate level of support

· Document customer interactions

· Maintain customer records

· Stay up-to-date on the latest technology trends

· Perform other duties as assigned

Knowledge, Skills and Abilities:

· Experience with Microsoft Azure Cloud Environment

· Experience or knowledge of Microsoft applications including, but not limited to, Office, Active Directory, SharePoint, and desktop tools.

· Solid troubleshooting skills and demonstrated ability of end-to-end problem management and ownership

· Basic understanding of networking and connection protocols (Wi-Fi, Bluetooth, etc.)

· Ability to work independently and as part of a team

· Ability to provide remote support using various tools

· Ability to travel < 10%


· 2+ years of desktop support experience preferred, or 1+ years of internship or relevant work experience in conjunction with an I/T focused degree would be considered

· related technologies; extensive understanding of Azure cloud technologies

· Familiar with a cloud domain environment

· Familiarity with an office 365 environment

· Ability to work independently with little oversight

· Bachelor’s degree in Information Technology, Computer Science, or equivalent experience.

Preferred Qualifications:

· Familiarity with a multisite MSP environment

· Experience with Office 365 setup and migrations

First 90 Days:

· Gain an understanding of the Azure and Office 365 environment

· Learn and understanding existing standard operating procedures

· Take lead on all helpdesk related activity on a daily basis

Orthodontic Partners is an equal opportunity workplace. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

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