Company Overview

California Dental Association (CDA is an innovative membership-based organization founded 150 years ago and supports 27,000 members throughout California.

Bring your best to CDA and enjoy generous benefits package that includes medical / dental / vision, 22 days of PTO, 13 paid holidays and winter holiday closure, 401(k) employer-match, safe harbor contributions and well-being programs.

Salary Range: $55,700 – $69,600

Job Purpose 

The Service Desk Specialist is a hybrid position that applies technical knowledge to assist users with computer problems, and monitors and analyzes the performance of platforms. The Service Desk Specialist provides technical support including hardware troubleshooting and diagnosis, software troubleshooting and installation, and information gathering to provide business solutions to keep CDA's employees and their technology operating efficiently. The Service Desk Specialist regularly resolves 80% or more of all requests presented by the customer.

Essential Competencies: 

• Critical Thinking Skills (Problem Solving)                                                                                                                               

• Communication Skills (Approachability)

• Relationship Skills (Service)

Essential Functions – must be able to perform with or without a reasonable accommodation

• Identifies, analyzes, and solves technical problems.

• Responds to customer problems and complaints with patience and professionalism.

• Research, diagnose, troubleshoot, and solve issues for users.

• Manage critical customer escalations and communication between customers and internal teams.

• Assesses performance of systems and makes recommendations for change based on organizational needs and goals.

• Utilizes monitoring tools to detect and report on system performance.

• Communicates updates in a timely and thorough manner to users that have been or may be affected by a problem.

• Utilizes IT Service Management software to manage workload, track progress, and communicate updates to customers.

• Manages time effectively, while multi-tasking, to ensure response times are quick and effective.

• Coordinates with both external vendors and internal support teams on the repair, training, or service of hardware and software.

    Required Education, Licenses & Experience

  • Bachelor's degree in a technology-related field or equivalent experience.

  • A minimum of 2-4 years’ related job experience.

  • Performs work under minimal supervision.

  • Handles complex issues and escalates when necessary.

  • Possesses comprehensive knowledge of hardware, software, processes, and troubleshooting.

  • Being consistently approachable, open to direct and truthful feedback; building trust and authentic professional relationships.

  • Focuses on meeting needs and exceeding expectations for those inside and outside the organization.

  • Helps to establish and improve processes and procedures.

  • After-hours availability as-needed for projects and resolving production-impacting issues.

   Preferred Education, Licenses & Experience

  • A+, Network+, Security

• • Microsoft 365 Administrator

  • Microsoft 365 Endpoint Administrator

  • Knowledge of scripting languages such as PowerShell, Python, Power Automate, etc.

  Working Conditions        Occasionally (1-33%)              Frequently (34-66%)                Constantly (67-100%)

  • Constantly sitting and working on a computer.

  • Occasional lifting of equipment and rack mounting ranging 30-40 pounds.

  • Occasional overnight travel to other facilities.

   

   

  We Are CDA

  Over our 150-year history, the California Dental Association (CDA) has become a leader in oral health throughout California and the country. Today, we continue to support our community of over 27,000 dentists through our family of companies, which include The Dentists Insurance Company (TDIC), TDIC Insurance Solutions, Rotunda Partners and the CDA Foundation. At CDA, we value individual talents, encouraging a diverse, collaborative, and innovative work environment fueled by new ideas. As our organization continues to grow, we invite you to be a part of what’s next.

  CDA is an equal opportunity employer and is committed to the principle of equal employment opportunity for all employees and providing a safe work environment. CDA does not tolerate discrimination or harassment and all employment decisions are based on job requirements and individual qualifications, without regard to race, color, religion, national origin, age, gender, gender identity or expression, sex, ancestry, citizenship status, mental or physical disability, genetic information, sexual orientation, veteran or military status. If you have a disability or special need that requires accommodation, please contact us at humanresources@cda.org.

  ​​CDA and its related companies have adopted a mandatory vaccine policy to be physically present in any organization office or attend any organization or job related meeting or event in person. Upon hire, candidates will be required to submit proof of vaccination or request an exemption from the policy due to a qualified medical condition or sincerely held religious belief.

  To see our privacy policy, go to www.cda.org/Home/About/Careers-at-CDA/Apply

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