At PracticeTek, we believe healthcare should be easy for providers, accessible for patients, and simple for everyone involved.

PracticeTek was established by healthcare professionals and entrepreneurs who share a common goal: deliver seamless, high-quality, on-demand healthcare, free of the confusing limitations of traditional technological platforms.

PracticeTek is a collection of innovative software companies working together to make healthcare easier, and more accessible, for everyone. We deliver robust software solutions that support practitioners, and foster exceptional patient experiences, contributing to the growth of healthcare clinics specializing in chiropractic, dental, orthodontics, optometry, and multi-discipline therapy.

We believe healthcare should be easy. We’ve built PracticeTek to make sure that it is. PracticeTek was established by investors and entrepreneurs who came together with a vision for the future of healthcare: high-quality care delivered seamlessly and on demand, without the burden and confusion of traditional systems. We are a collection of best-in-class software solutions that serve the retail healthcare market, including dental, orthodontic, chiropractic, optometry, nutritionists, and integrated medicine practices. PracticeTek invests in middle-market, retail-healthcare SaaS companies. PracticeTek is an investment firm with a mission: we partner with founders who are changing healthcare for the better, for all.

The PracticeTek IT Service Desk:

The PracticeTek IT Service Desk serves a critical role in our associates' success. This team supports over 600 full time associates and a large number of contractors and vendors globally, providing exceptional support that allows them to serve our customers with excellence. Our primary goal is reduce distractions that can come when hardware and software don't perform correctly, allowing our associates to focus on our customers.

The Career Opportunity:

In this role you will be working closely with other service desk team members to provide exemplary support to each of our associates in resolving IT challenges they experience. Key responsibilities will include providing technical support on a variety of foundational corporate IT systems, resolving IT support tickets in a timely manner, and assisting with system administration-related tasks as needed. The ideal candidate is someone who is passionate about technology, has strong communication skills, understands an ideal customer experience, and possesses strong problem-solving skills.

This position is a full-time position working in our San Diego, CA office. At least three set days in office are expected to provide desktop support.

Areas of Accountability:

Be a Customer Champion

Provide exceptional and timely customer service via phone, email, or instant messaging systems to all associates who submit tickets.
Address and resolve issues related to hardware, software, network connectivity, and systems access.
Diagnose and troubleshoot technical issues and escalate as needed.
Provides consistent follow up to associates to help them understand resolution expectations for their tickets.
Update and maintain asset and configuration management databases for assets related to corporate IT.
Provide in-person desktop support for associates at the San Diego office, including hardware replacements, configuration, and setup.

Demonstrate Technical Expertise

Assist with system administration tasks as needed, including user account management, software and hardware installations, patch management, and system monitoring.
Collaborate with the service desk team to resolve complex technical issues.
Recommend changes to service desk processes and procedures to drive continuous improvement.
Update and maintain standard operating procedure and knowledgeable documents.

Continuous Learning

Stay informed about emerging technologies and best practices in IT support.
Be flexible and passionate about implementing new technologies that help our associates do their best work.

Competencies for Success:

Actively working towards or holding an Associate's degree in a technical domain (for example, system administration, networking, programming, computer science) is preferred.
1-2 years of experience in a technical support role, preferably in an IT help desk or service desk environment.
Strong understanding of IT systems, networks, and hardware, including Windows and macOS.
Excellent customer service skills, including the ability to communicate technical information to non-technical users effectively.
Demonstrated, methodical approach to problem solving and troubleshooting.
Familiarity with ticketing systems and SLA management.
At least 1 year of experience with workplace productivity systems such as Office 365 or Google Workspaces.
A+, Network+, or Security+ certifications are a plus.
Ability to work independently and collaboratively supporting associates locally in-office and remote associates globally.

What's in it for you?

Our team provides itself on a collaborative environment that helps us all grow our skills and capabilities. In this highly supportive environment we understand that when we are at our best, our associates are at their best. With access to a wide variety of systems, and responsibilities for managing and maintaining those systems, you'll gain access and experience to a significant number of systems and domains. With increased technical skills you'll have the opportunity to partner with and explore many other technical domains and positions within the PracticeTek community of brands.

At PracticeTek we carefully consider a wide range of compensation factors to determine our offers of employment. This includes internal and external market factors as well as your individual experience and skills. These considerations can cause compensations to vary but we reasonably expect to pay between $33,050 to $68,650 per year for this position.

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