Service Board Analyst

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November 19

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Darkhorse Tech, Inc.

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Healthcare Insurance • Cybersecurity • IT Services

Darkhorse Tech, Inc. is a company specializing in IT solutions tailored specifically for dental practices. With a focus on providing seamless and reliable IT services, they assist dental offices in maintaining HIPAA compliance and integrating technology across multiple practices. Their dedicated team offers rapid response support, ensuring dental professionals can concentrate on patient care rather than IT issues.

11 - 50 employees

Founded 2012

⚕️ Healthcare Insurance

🔒 Cybersecurity

📋 Description

• Monitor and maintain the health of service boards to ensure timely resolution of tickets • Qualitize new tickets and client responses by gathering all necessary details and assigning appropriate priorities and statuses • Merge duplicate tickets or update existing tickets based on client input, technician feedback, or ticket history • Identify and resolve bottlenecks in ticket progression, reassigning or escalating when necessary • Proactively follow up on unresolved or stagnant tickets to ensure timely closure • Review and update tickets submitted via phone, email, or RMM platforms to ensure completeness and accuracy • Provide prompt and professional responses to client inquiries, ensuring high satisfaction • Communicate ticket progress and resolutions clearly and effectively to clients • Review ticket and add information to help techs perform basic troubleshooting and quick fixes for end-user devices, network equipment, and system configurations.

🎯 Requirements

• 1-2 years minimum in a ticketing or IT support role (preferably at an MSP) • Knowledge of common IT systems, including Windows OS, Microsoft Office 365, and basic network configurations • Experience with ticketing platforms and RMM tools • Ability to manage multiple tasks and prioritize efficiently in a fast-paced environment • Strong customer service skills with a proactive approach to solving client issues • Clear and concise verbal and written communication abilities for client interactions and documentation.