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 800 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.
What does it take to be successful at Darkhorse Tech? Here's what our employees have to say!
- Communication. If you're having trouble you need to let someone know.
- It may seem counterintuitive, but slowing down to read what's in front of you and take note of what you're doing. Some techs might rush but that's when things get missed or overlooked.
- I always view work ethic as the biggest thing - if you're willing to do the work you'll be successful here. Knowledge is a smaller component but also important, and knowing where to find answers, having critical thought, and patience.
- The ability to change gears rapidly.
- There's a difference between coming to work and dedicating your time to work. To be successful you need to dedicate the time that you're here to doing the most for our clients and for us.
- Asking a bunch of questions, becoming comfortable enough to ask for help in the chat. I had to learn that myself because I tend not to ask for help but I found that once I reach out more I become more efficient and I learn a lot quicker. Don’t be afraid to use your resources. Some of the senior techs are amazing.
- Being organized and above all good customer service because that's our reputation. Also good writing skills and knowing how to talk to people - communicating effectively.
- You have to be a self-initiator. You have to be willing to own tasks that could potentially be outside of your job description to prove that you're capable of taking on more. And you have to be patient.
- You have to be willing to adapt. We've made some necessary changes here and the big thing is being able to adapt to them. We're putting in a lot of processes that help the company, like AGILE for example, and I think those changes have been for the better.
- The desire to progress and grow.
- An eye for detail and knowing how to manage client expectations.
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)
- Bachelor’s degree in IT or related field or equivalent experience is required; Master’s degree is preferred
Job Type: Full-time
Pay: $67,500.00 - $85,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
Education:
Experience:
- Technical support: 5 years (Preferred)
- Network support: 5 years (Preferred)
Work Location: Remote