Summary
Location
Orange
Type
full-time
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About this role
Overview
The Technical Support Specialist I works both independently and collaboratively with members of the IT Infrastructure team to deliver timely, high-quality technical support and customer service. This role is responsible for triaging incidents, resolving routine technical issues, administering user accounts across multiple systems, and ensuring accurate documentation through resolution. Strong follow-through, attention to detail, and a customer-focused mindset are essential to success in this role.
Responsibilities
Triage and respond to service requests received via phone calls, email, and self-service tickets.
Resolve routine incidents and service requests; escalate complex issues to the appropriate next level of support.
Maintain clear, timely communication with end users by providing updates on ticket status and resolution progress.
Determine priority and severity levels for incoming requests and route tickets to the appropriate support teams.
Partner with management to address emergency issues promptly and identify recurring or widespread issues.
Accurately enter, track, and update all service requests within the ITSM system.
Follow up on tickets at various stages, including shipment tracking, approvals, and vendor coordination.
Administer user accounts across multiple systems, including access provisioning and deprovisioning.
Perform basic troubleshooting of hardware, software, and peripheral devices.
Configure replacement equipment and stage devices for projects and deployments.
Ship, receive, and manage IT equipment inventory.
Perform additional duties as assigned by management.
Qualifications
High School Diploma or GED required; Bachelor’s degree preferred.
Proficiency with Microsoft Office applications.
1–3 years of experience in a customer service or technical support environment.
Experience supporting a high-volume, ticket-driven environment preferred.
Availability to work rotating shifts:
Monday–Friday: 6:00 a.m. – 8:00 p.m.
Saturday: 6:00 a.m. – 4:30 p.m.
Excellent phone communication, customer service, and problem-solving skills.
Willingness to obtain relevant technical certifications for the role.
Other facts
About Sonrava Health
Western Dental & Orthodontics (including affiliates such as Brident & Vital Smiles) is one of the nation’s largest dental providers and the leader in accessible, affordable oral healthcare. With 350+ affiliated offices throughout CA, AL, TX, AZ, and NV, our network includes over 1200 dentists in which over 300 of them are Board Specialists. In California, we are the leading provider of services to both adults and children in the Medi-Cal Dental public insurance program that provides health care benefits for more than 13 million low-income individuals and families.
In addition to general dentistry, Western Dental offers orthodontics, oral surgery, pediatric dentistry, periodontics and endodontics. All services are backed by a unique quality assurance system that electronically monitors all patient visits, treatments and clinical performance to enable high-quality care.
Our Corporate Offices based in Orange, CA provide support to affiliated offices throughout various departments including: Operations, Human Resources, Marketing, Procurement, IT, Facilities, Revenue Cycle Management, Accounting, Quality Management, and more.
We’ve been making quality care more affordable since our founder, Dr. Curtis Beauchamp, opened his first office in 1903. A true visionary, he opened up dentistry to the people and championed the idea that everyone should have good oral health. He did it by delivering excellent care at affordable prices and letting his patients pay over time. Back then, they called it "Credit Dentistry.” These days, it's how almost all of us afford the braces, root canals and implants we need. By the 1930’s Dr. Beauchamp and his son, Dr. Robert F. Beauchamp, were treating thousands of patients at multiple locations. Fast forward to today, and we serve over 1 million people a year in five states. As a true Dental Home, we treat patients of all ages through our general and multi-specialty platform.
What you'll do
- The Technical Support Specialist I is responsible for triaging incidents, resolving routine technical issues, and administering user accounts. They maintain communication with end users and ensure accurate documentation throughout the resolution process.
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