Dental Support Analyst

High Point University Office of Information Technology Dental Support Analyst is responsible for providing computing services and support to university-owned dental practices and schools. They are the public face of the OIT division and represent the user perspective in all technical operations and project activities, ensuring the smooth operation of all IT systems within the dental clinics, including hardware, software, and network infrastructure. This role requires excellent problem-solving skills, a customer-focused attitude, and the ability to manage multiple tasks in a fast-paced environment.

QUALIFICATIONS:

Education

• Bachelor’s degree in computer science, or equivalent combination of education and experience.
• Dental management software certification (e.g., Dentrix, Eaglesoft, Epic) preferred.
• HIPAA training or certification is preferred.

Experience

• 3+ years of progressive experience in technical/end-user computing support.

• 2+ years of experience managing a Service Desk and support technicians.
• 2+ years of experience with data analysis and reporting.
• 2+ years supporting dental/medical offices.

Interpersonal Skills 

• Excellent verbal and written communication skills
• Excellent critical thinking and problem-solving skills.
• Positive attitude and solutions-oriented thinking.
• Ability to communicate technical concepts to both technical and non-technical audiences.

Other Skills

• Proficient in the Microsoft Windows operating system and Microsoft Office Suites.
• Experience with dental equipment, including 3D printers, Panoramic X-ray machines, and NOMAD X-ray machines.
• Experience with network administration and troubleshooting (LAN/WAN, TCP/IP, DNS, DHCP).

ESSENTIAL FUNCTIONS: 

Problem Solving/Technical Leadership

• Collects user information and create Service Desk tickets to identify, prioritize, track, and analyze technology-related issues.
• Replies to users regarding their assigned Service Desk tickets within one business day
• Diagnose and resolve at least 90% of assigned Service Desk tickets within three business days.
• Achieves and maintains a 99.9% user satisfaction rating on follow-up surveys.
• Resolves and close at least 15% of Service Desk tickets assigned to Dental Support Services.
• Develops and maintains desktop configuration documentation in accordance with defined OIT standards within three business days of any approved changes.
• Quote, order, deliver, install, and configures new computers and peripherals.
• Maintains inventory of equipment and supplies (spare computers, cables, adapters, etc.).
• Mentors’ student workers and provide training in the areas of hardware and software troubleshooting, computer setup and deployment, and helpdesk operations.

• Establishes working partnerships with OIT teams and external partners to coordinate problem resolution for operational issues and analyze root cause issues to address underlying hardware or software problems.
• Ensures compliance with HIPAA regulations. 

Consultancy

• Collaborates with OIT teams and the user community to analyze problems, identify solutions, and resolve issues.
• Works closely with OIT teams and dental practice customers to understand project requirements and recommend sustainable solutions that meet defined business needs.
• Provides recommendations to staff and faculty regarding the purchase of new computers and peripherals in accordance with defined OIT standards.

Communication

• Interprets the meaning and importance of information.  Determine appropriate needs and methods for keeping team members, customers/stakeholders, and management informed.
• Utilizes plain language in all verbal and written communication.
• Keeps operational communication, testing, and training documentation updated in accordance with defined standards within three business days of approved changes.
• Documents systems and processes in accordance with defined standards within three business days of approved changes.
• Be engaged and participate in individual discussions, projects, and team meetings.
• Develops and maintains user tip sheets and OIT web resources to provide proactive assistance to users.

For more information please contact Dr. Yixin Lu, Assistant Vice President for Educational IT Services at [email protected]