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Help Desk Support - Tier II
Company : Dental Care Alliance
Location : Sarasota, FL
Job Type : Full Time
Date Posted : 2 January 2026
Overview
Dental Care Alliance, recognized as one of the Top 50 growth companies on Florida's Gulf Coast, is actively seeking an IT Help Desk Support-Tier II professional to join our team. Our ideal candidate will possess a minimum of 3 years of experience in IT Support.
This position is fully remote unless you are in the Sarasota, Florida area. Our DCA Campus offers a local hub for collaboration and engagement. This role routinely uses standard office equipment such as laptop computers, smart phones, photocopiers, filing cabinets, and other presentation materials.
Responsibilities
Principal Duties and Responsibilities (Essential Functions**):
- Communicating with the requester to ensure they understand the current status of their ticket at the time of dispatch
- Employing good communication skills to resolve service requests and answer user inquiries regarding computer software or hardware operation to resolve problems
- Using the Critical Priority Escalation process for all new critical priority service requests
- Following the Ticket Flow process
- Oversee the daily performance of computer systems
- Observe system functioning to verify correct operations and detect errors
- Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software
- Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications
- Maintain records of daily data communication transactions, problems and remedial actions taken, or installation activities
- Read technical manuals, confer with users, or conduct computer diagnostics to investigate and resolve problems or to provide technical assistance and support
- Confer with staff, users, and management to establish requirements for new systems or modifications
- Prepare evaluations of software or hardware, and recommend improvements or upgrades
- Inspect equipment and read order sheets to prepare for delivery to users
- Modify and customize commercial programs for internal needs
- Conduct office automation feasibility studies, including workflow analysis, space design, or cost comparison analysis
- Working with vendor support and IT Management as needed to resolve tickets
- Handle service request escalations and instruct junior technicians on technical solutions
Qualifications
Education & Qualifications/Training:
Education:
- High School Diploma / GED
- Bachelor's Degree in a Computer Science field preferred
- Preferred Certifications
- CompTIA A+ / CompTIA Network+
- MCSE
Training:
- 3 - 5 Years of IT Support Services experience
- Proficiency in internetworking, TCP/IP, routing/switching, wireless networks, VPNs, network diagnostics, management and troubleshooting.
- Working knowledge of core Internet protocols including TCP/IP, DNS, FTP, etc.
- Experience with Microsoft Windows 2012R2, and 2016 server environments including installation, configuration and use of Active Directory.
- Experience with managing Microsoft Hyper-V environments is a plus.
- Experience with Dental X-Ray / Imaging systems (with a focus on how these systems integrate with the workstation and the dental practice management software)
- Experience with Cisco Meraki preferred but not required
- Certifications a plus but not required.
This position is fully remote unless you are in the Sarasota, Florida area. Our DCA Campus offers a local hub for collaboration and engagement. This role routinely uses standard office equipment such as laptop computers, smart phones, photocopiers, filing cabinets, and other presentation materials.
As one of the country’s largest and oldest dental support organizations, DCA supports more than 400 affiliated practices, encompassing all facets of general dentistry and all recognized dental specialties. As a result, DCA offers dental professionals groundbreaking career and affiliation opportunities.
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Frequently asked questions
Tier II Help Desk Support specialists tackle more complex IT issues, requiring deeper network and system knowledge than entry-level roles. They handle escalations, perform hardware/software troubleshooting, and guide junior staff, reflecting a more advanced skill set crucial for sustained IT operations.
Locally preferred certifications include CompTIA A+, Network+, and Microsoft Certified Solutions Expert (MCSE). These credentials validate expertise in networking, system administration, and troubleshooting, aligning well with Sarasota’s demand for skilled IT support professionals.
Key skills include proficiency with TCP/IP, routing, Windows server environments, active directory management, and vendor collaboration. Mastery in these areas enables efficient issue resolution and system maintenance vital for a Tier II support role.
Dental Care Alliance’s position exposes technicians to healthcare-specific IT challenges, such as dental imaging systems integration. This niche experience fosters specialized expertise and the chance to advance within a large, evolving dental support organization.
Sarasota’s growing healthcare and IT sectors heighten demand for experienced support staff, but competition remains moderate. Candidates with certifications and hands-on experience with network protocols and Windows servers typically stand out in this market.
This role is fully remote unless based in Sarasota, where the DCA campus fosters in-person teamwork. Remote employees engage through digital communication tools ensuring seamless collaboration despite physical distances.
Salaries generally range from $50,000 to $65,000 annually, depending on experience and certifications. This aligns with Florida’s regional IT support compensation trends and reflects the technical demands of a Tier II position.
Yes, familiarity with dental imaging systems and their integration with practice management software is highly valued, as Dental Care Alliance supports over 400 dental practices requiring tailored IT solutions.
Candidates should demonstrate expertise in internetworking, including TCP/IP, routing, switching, VPNs, and Cisco Meraki. This ensures robust network performance and swift problem resolution within the dental support infrastructure.
DCA’s role uniquely integrates IT support with dental healthcare technology, offering exposure to specialized systems. This contrasts with more generalized healthcare IT roles, providing a niche skill set advantageous for career advancement.